CAE

Role and Responsibilities

About CAE

At CAE, we equip people in critical roles with the expertise and solutions to create a safer world. As a technology company, we digitalize the physical world, deploying software-based simulation training and critical operations support solutions. Above all else, we empower pilots, cabin crew, airlines, defence and security forces and healthcare practitioners to perform at their best every day and when the stakes are the highest. Around the globe, we’re everywhere customers need us to be with more than 13,000 employees in approximately 250 sites and training locations in over 40 countries. CAE represents more than 75 years of industry firsts—the highest-fidelity flight, mission and medical simulators and training programs powered by digital technologies. We embed sustainability in everything we do. Today and tomorrow, we’ll make sure our customers are ready for the moments that matter.

Customer Service Representative

The Customer Service Representative will be responsible for coordinating across functional disciplines to achieve customer satisfaction. The CSR will be responsible for the in-house customer experience, taking care of daily operations with regards to customer services, training center experience and reception tasks. The CSR is the first point of contact for (new) customers, clients, and guests, and provides them with all essential information they may reasonably require.

The CSR reports into the Customer Service Manager but in daily operations, may be supervised by the Group Leader Customer Services.

The role we are offering you:

• Act as first- and main point of contact for all customers, clients, and guests throughout their ‘lifecycle’ within the training center.
• Act as pivot between clients/guests and the various back-office functions to ensure customer services delivery expectations are being met and/or exceeded consistently.
• Execute front office duties to provide customers with requested information regarding the training process (schedules, changes, etc.) and logistics (hotel, transport, visa) or any other issue that our customers can reasonably request.
• Prepare client’s materials for course delivery by:
• Ordering/printing required course documentation for clients.
• Ensure correct document packages are distributed to clients at course start.
• Set up and distribute access privileges to:
• CBT
• WBT on LMS
• Crew key
• Electronic examination 
• Send out info packages to clients in case of distance learning courses.
• Provide clients with aircraft and training documentation and where on lend-out base he/she oversees retrieving borrowed documentation or IPad devices after completion of training.
• Ensure facilities are ready, prepared and organized in support of tuition activities (class and briefing rooms.
• Takes ownership of any facility, training, administration calamities that may reasonably influence the individual customer’s experience, acts as interface to the customer to ensure such are always mitigated and suggests initiatives to continuously improve our client services processes to the Customer Services Group Leader
• Wears emergency phone outside office hours and follows up on emergent situations if required as locally agreed.
• Assures a maximum return rate of customer surveys, collects, and prioritizes all information, and makes a monthly synthesis to the Customer Services Group Leader

Our ideal candidate has:

• High school diploma or equivalent gained through experience, accompanied by at least 2 years of valuable experience in the airline or training sector.
• Willing to carry the emergency phone outside regular office hours and respond promptly to emergent situations as locally agreed.
• Engaged in PC/computer work throughout the entire office day.
• Skilled in interpreting customers' specific needs and resolving their problems.
• Dedicated to ensuring customers have a high-value experience.

CAE offers:

• an environment where your initiatives will be recognized and valued.
• the opportunity to work on a variety of projects on a multidisciplinary team.
• flexible schedules.
• attractive employee benefits.
• #LI-HH1

Come share your passion with us!

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age.