Global Contact Centre
As a Cathay Pacific Customer Contact Specialist, you’ll work with like-minded people who share your passion for travel and customer delight.
Working a flexible roster of day, weekend and evening shifts at our Global Contact Centre at Cathay City, you will be the first point of contact for customers from right across the globe. If you're looking for a career in aviation, travel or tourism - we want to talk to you.
When you join our team, you will receive comprehensive training to prepare you for providing a one-stop service that meets customers’ travel needs. As you complete your training in stages, you will gain lots of practical experience and be partnered with an experienced team member who can support you every step of the way.
Fielding enquiries via phone and online communication channels, you will provide travel advice, book and change flights, sell products and services, and cater to special travel requirements. You will feel good about helping customers to get on their way to exciting destinations and quickly finding solutions should their flights be missed or disrupted.
Your focus in this role will be to provide a world-class customer service that comes straight from the heart. While it can be challenging at times, you will benefit from the support of a friendly and helpful team that is always willing to assist you in resolving customers’ travel problems. Your colleagues will be happy to show you the ropes and share with you valuable knowledge about the many interesting facets of our airline operation and global travel.
Your career path
You will join the team as an entry-level Customer Contact Specialist (grade 3) on an initial two-year contract basis to ensure that you fit the role and that the role fits you. We want you to grow with us. If you’re a good performer with ambitions to have a steady career and move up the ranks, you may be offered permanency (even before your initial contract is complete) and also given opportunities to take on roles that handle more complex enquiries and have training and leadership responsibilities.
A common career path through our Global Contact Centre is:
Specialist 3 > Specialist 2 > Specialist 1 > Customer Contact Lead > Assistant Manager.
You may be presented with opportunities to be a trainer or mentor to other Consultants or move into other airline divisions such as Finance, HR, Airports, Planning or Marketing. Opportunities to take up roles in other Global Contact Centres around the world may also become available.
Our Global Contact Centre offers you a fantastic opportunity to learn about the aviation industry and embark on an exciting career with one of the world’s best airlines whilst also enjoying generous travel discounts that will enable you to see the world. You will receive continuous training and coaching assistance, as well as access to the latest technology to help ensure your success in your new career.
As one of our Travel Consultants you will benefit from a flexible roster of weekday, weekend and overnight shifts that will suit your lifestyle and passion for travel. In addition to generous discounts on airfares for you and your immediate family.
Global Head of Contact Centres
Hear from Simon Kriss, the Global Head of Cathay Pacific’s Contact Centres, about the important role that the GCCs play in Cathay Pacific’s operation.
An airline can’t succeed without happy passengers, and that’s just one of the reasons why the Global Contact Centre is such an essential part of Cathay Pacific’s operation.
Our travel consultants are the ‘voice’ of Cathay Pacific. They’re on the other end of phone calls and emails, providing reliable assistance and friendly service to customers around the clock – from handling simple travel enquiries and selling airline tickets, to re-seating passengers on alternative flights if there’s a disruption. Every day, our team members have an opportunity to ensure that customers from around the globe enjoy a wonderful experience and live a life well travelled!
We hire bright people who are passionate about helping customers and solving problems, and then we teach them the skills they need to have a successful career with us. If you show us that you have a great attitude and a willingness to grow and learn, you may be presented with opportunities to progress into senior-level supervision, management, training or workforce planning roles.
Alternatively, if your goal is to build a career elsewhere in the airline business or travel industry, a role with us could be the springboard you need. You’ll gain specialist knowledge of airline operations that could open doors for you in many different departments such as Airline Planning, HR, Finance and more. Cathay Pacific is a truly global operation, with teams and departments located in major cities across the world. The sky’s the limit for how far you can go!
Travelling is a very personal experience, and so we are always looking for people who our customers will trust to solve their problems and take care of their travel needs. If you think you have what it takes, come and start an exciting career with our team.