Our Global Contact Centre is filled with friendly and supportive people who are always willing to share their expertise and help their team members to overcome challenges.

 

 

Lidia Jesiotr

People Manager

Lidia has worked in the airline industry throughout her entire professional career. She worked for British Airways for over 20 years, and recently joined Cathay Pacific as a People Manager in Krakow Global Contact Centre. Lidia says she loves our fantastic company culture, and is very proud to be a part of Cathay’s family.

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Lidia Jesiotr

People Manager

Lidia has worked in the airline industry throughout her entire professional career. She worked for British Airways for over 20 years, and recently joined Cathay Pacific as a People Manager in Krakow Global Contact Centre. Lidia says she loves our fantastic company culture, and is very proud to be a part of Cathay’s family.

What has your career journey been like so far?

I started my career with British Airways over 20 years ago. I initially worked in British Airways’ finance department, and moved into HR about seven years ago, which is definitely the area I belong to. I love working with people, supporting them, being there for them, coaching them and pointing them in the right direction.

What first attracted you to Cathay Pacific’s Global Contact Centre?

During my first interview for the People Manager role in Krakow Global Call Centre, I was amazed by Cathay’s company culture. My conversation with the recruiting managers showed me how much they value their people. Everyone is important in Cathay’s family, and everyone plays a very crucial role in Cathay’s success. From the moment I left the interview room, I knew I’d love to work for Cathay.

What do you enjoy most about working at the Global Contact Centre?

I relate to Cathay’s 'customer service straight from the heart' brand promise, and I love working alongside my colleagues in diverse, supportive teams.

What advice would you give to someone who is considering a career with the Global Contact Centre?

It is an amazing opportunity for you to join the magic world of airline business! It’s your chance to work in a great company with fantastic people in wonderful company culture, so don’t hesitate – just apply.

 

Magdalena Weiner

Krakow Global Centre Manager

Before joining Cathay Pacific, Magdalena was managing the European Contact Centre for Qatar Airways, and before that she was an Operations Manager in Easy Jet Contact Centre. She is an experienced manager focused on people development, and work ethics built on honesty and trust. Building a new Contact Centre in Krakow is...

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Magdalena Weiner

Krakow Global Centre Manager

Before joining Cathay Pacific, Magdalena was managing the European Contact Centre for Qatar Airways, and before that she was an Operations Manager in Easy Jet Contact Centre. She is an experienced manager focused on people development, and work ethics built on honesty and trust. Building a new Contact Centre in Krakow is a fascinating challenge for her, and she is dedicated to it with her whole heart.

What has your career journey been like so far?

I’ve built my career in the people management area, predominantly in the field of customer service in the airline industry. Such broad experience has given me deep insight from different perspectives: from a travel agency, a leading European low cost airline, and in one of the biggest Middle Eastern airlines.

Working with people has always been at the centre of my interests, and my biggest passion is to lead and inspire my people to excel, develop their talents and deliver a five star customer service straight from the heart.

What first attracted you to Cathay Pacific’s Global Contact Centre?

Working in the travel industry, I have always been fascinated by how Cathay Pacific transforms its values and vision into commercial reality. It’s one of the most innovative and successful airlines in the world.

I saw the invitation to interview and the opportunity to join this success story as an honour and privilege. In Krakow, my ambition is to create a very special place that will become a point of excellence for our Contact Centre network.

What do you enjoy most about working at the Global Contact Centre?

Working in Customer Service requires a special skillset, with empathy and eagerness to exceed customers’ needs and expectations. Inspiring and developing this mindset within my teams has always been a key driver in my work approach, and the source of my biggest professional satisfaction.

Contact Centre is a very specific environment: dynamic, changing, where every day brings new challenges and new opportunities. Every call and every email that reaches the Contact Centre is an opportunity to keep the brand promise. It’s an opportunity to gain a loyal customer, or to repair a bad experience through a human touch that nothing else can replace. Even as everything becomes more digital, this human touch is the only thing that truly makes a difference. The smile in an agent’s voice will give more to a customer than they’ll ever get online.

What advice would you give to someone who is considering a career with the Global Contact Centre?

As the saying goes: “Choose a job you love, and you will never have to work a day in your life.” If you enjoy working with people as a part of a supportive team, working together towards one goal, expertly resolving customers’ queries and helping them with their travel plans, you’ll love it!

If you’re keen to develop your skills and work with the best of the best, this is a great place for you. Be ready for the challenges, too. Behind excellence there is always a lot of hard work, persistence and pride in what you do. 

Melody Wong

Customer Contact Specialist


Melody joined us in the Global Contact Centre straight after graduating from university. She loves how her horizons have broadened in the year since she came on board with us, and is a great example of the conscientious, empathetic people we look for at the Global Contact Centre.

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Simpson Leung

Customer Contact Specialist

Simpson graduated from a degree in International Business Management before becoming a part of the Global Contact Centre team. He finds satisfaction in resolving issues for our customers, and embodies our ethos, ‘Service straight from the heart’ every day. 

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Simpson Leung

Customer Contact Specialist

Simpson graduated from a degree in International Business Management before becoming a part of the Global Contact Centre team. He finds satisfaction in resolving issues for our customers, and embodies our ethos, ‘Service straight from the heart’ every day. 

What has your career journey been like so far? 

I have a passion for flying, so I wanted to join the aviation industry straight after completing my degree in International Business Management. This is my first full time job since graduating.

What first attracted you to Cathay Pacific’s Global Contact Centre?

I like the spirit of Cathay Pacific, ‘Service straight from the heart’. I like striving to deliver the best possible solution to my customers. It’s also a golden opportunity for me to learn more about the operation of an airline.

What do you enjoy most about working at the Global Contact Centre?

I enjoy assisting our passengers when they ask for help. It feels good to know I’ve found a solution that makes them happy to fly with Cathay Pacific.

What advice would you give to someone who is considering a career with the Global Contact Centre?

No matter what job you have at Cathay Pacific, customer service is important, but in the Global Contact Centre, our relationship with our customers is crucial. It’s also a great opportunity to learn more about the aviation industry. 

 

Nove Chow

Customer Contact Specialist

Nove enjoys taking on the challenges that come with her role, and finds the support she receives from her team in the Global Contact Centre very helpful. She has a keen interest in the airline industry, and loves that her experience is here has been educational. 

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Nove Chow

Customer Contact Specialist


Nove enjoys taking on the challenges that come with her role, and finds the support she receives from her team in the Global Contact Centre very helpful. She has a keen interest in the airline industry, and loves that her experience is here has been educational. 

What has your career journey been like so far?

The Global Contact Centre team is like a big family. My colleagues are friendly and helpful, which makes challenges easy to manage. I really enjoy the working environment here.

What first attracted you to Cathay Pacific’s Global Contact Centre?

I like working with customers. It’s good to talk to people from all around the world. I’m also very interested in the airline industry, so Cathay Pacific is a great place for me to learn more about it.

What do you enjoy most about working at the Global Contact Centre?

I feel a sense of satisfaction when I’m able to help a customer by solving their problems. Of course, I also love travelling, and I’ve made some good friends here.

What advice would you give to someone who is considering a career with the Global Contact Centre?

Be prepared that you’ll have to talk a lot! Also, remember to have patience, and listen to the passengers’ needs. You’re here to make their Cathay Pacific experience as smooth as possible. 

 

Calvin Lee

Customer Contact Specialist

Calvin has been a member of our Global Contact Centre for two years. He’s passionate about the way international travel exposes him to people from all over the world, and is looking forward to becoming an even more accomplished Customer Service Specialist with us.

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