Customer Care Advisor with Spanish and Catalan

Cathay Pacific Airways Limited; Kraków; Hybrid; PLN 60,000 - 80,000; Full time

Benefits offered by this job

Flight discounts

Hotel discounts

Life insurance

Health insurance

Employee assistance program

Work from home up to 3 days per week

Job summary

Cathay Pacific is seeking a Customer Care Advisor for Kraków to deliver top-tier support in English, Spanish and Catalan. You will assist direct customers, travel agents and corporate clients, selling and ticketing while building strong relationships.

The role requires onsite training in Kraków for 6 months with a path to hybrid work. Candidates should have strong communication, phone etiquette and a growth mindset, plus knowledge of airline systems is a plus.

Qualifications

• English (B2+) required.
• Spanish fluency (B2+) required.
• Catalan fluency (B2+) required.
• Strong communication skills and excellent phone manners.
• Growth mindset with willingness to learn and improve.
• Willingness to attend onsite training in Kraków for 6 months (office-based) with potential transition to hybrid work.
• Knowledge of airline systems (e.g., Amadeus) advantageous.

Responsibilities

• Recommend travel products, fares and services and provide after-sales support.
• Assist customers to reserve and adjust flight bookings.
• Assist customers to use cathaypacific.com.
• Respond to feedback and general enquiries by phone, email and web channels from worldwide.
• Assist customers with planning their journeys.

Skills

English B2

Spanish B2

Catalan B2

Communication

Phone etiquette

Growth mindset

Tools

Amadeus

Job description

Customer Care Advisor with Spanish and Catalan

Cathay Pacific

Customer Services

Customer Care Department

Permanent

Krakow, Poland

Company Description

Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.

Role Introduction

Customer Care Advisors are the heart of our service excellence. They deliver top-tier customer service, whether assisting direct customers, travel agents, or corporate clients. By skillfully selling and ticketing, they drive revenue while fostering strong relationships with direct customers and tapping into new corporate opportunities. Their proactive approach maximizes every business interaction, and they’re always ready to collaborate with the team to achieve shared success.

Key Responsibilities

• Item 1 of 5, Recommending travel products, fares and services and providing after sales support Recommending travel products, fares and services and providing after sales support
• Item 2 of 5, Assisting customer to reserve and adjust flight booking transactions Assisting customer to reserve and adjust flight booking transactions
• Item 3 of 5, Assisting customers to use our website – cathaypacific.com Assisting customers to use our website – cathaypacific.com
• Item 4 of 5, Responding to feedback and general enquiries by phone, email and web channels from worldwide Responding to feedback and general enquiries by phone, email and web channels from worldwide
• Item 5 of 5, Assisting our customers with planning their journeys Assisting our customers with planning their journeys

Requirements

• Item 1 of 7, Fluency in English (at least B2) Fluency in English (at least B2)
• Item 2 of 7, Fluency in Spanish and Catalan (at least B2) Fluency in Spanish and Catalan (at least B2)
• Item 3 of 7, Strong communication skills and exceptional phone manners Strong communication skills and exceptional phone manners
• Item 4 of 7, A genuine passion for delivering top-notch customer service every time A genuine passion for delivering top-notch customer service every time
• Item 5 of 7, A growth mindset with a desire to keep learning and improving A growth mindset with a desire to keep learning and improving
• Item 6 of 7, Willingness to attend onsite training in Kraków for 6 months (fully office-based), with the flexibility to transition to a hybrid work model afterwards Willingness to attend onsite training in Kraków for 6 months (fully office-based), with the flexibility to transition to a hybrid work model afterwards
• Item 7 of 7, Knowledge of airline systems and operations will be an advantage but not essential (for instance Amadeus) Knowledge of airline systems and operations will be an advantage but not essential (for instance Amadeus)

We offer all our employees (and their travel nominees) discounted flights on Cathay Pacific, our oneworld partners and a variety of other airlines too. On top of that, you'll also receive great discounts on hotels, car hire, transportation, dining and retail.

We also provide the ability for our office-based employees to work from home up to 3 days per week and access to our Employee Assistance Programme for our employees and their family members along with health and life insurance fully covered by Cathay.

Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.