Customer Service & Support Specialist I

About CAE

At CAE our mission is to make the world a safer place. Fornearly 80years we have been leaders in simulation training and mission readiness supporting civil aviation defense and critical operations worldwide. Throughcutting-edgetechnology and a culture that drives innovation we empower our customers tooperatesmarter faster and more sustainably.

We equip people in critical roles with the knowledge and solutions needed to create a safer world.Above all wetrain pilots cabincrews airlines and defense and security forces to perform at their best every dayand when it matters most.

We have a global presence with approximately 13000 employees and 250 training centers across more than 40 countries.

Job Summary

TheCustomer Service&SupportSpecialist Iis responsible fordelivering exceptional customer service and administrative support to ensure the efficient operation of the training center. This role serves as a primary point of contact for clients instructors and visitors coordinatinglogistics managing customer experience initiatives supporting operational contingencies and ensuring facilities and resources aremaintainedto the highest standards. The position requires strong organizational communication and problem-solving skills in a dynamic customer-focused environment.

Key Responsibilities

Customer Experience & Client Support

• Welcome clients visitors and stakeholders providingprofessionaland positive customer experience.

• Coordinate client access classroom reservations and on-site activities.

• Handle incoming calls emails and inquiries ensuringtimelyresolution and escalation whenappropriate.

• Coordinate and support customer events site visits and special activities.

OperationalSupport

• Support simulator operational contingency management including reporting failures schedule disruptions cancellations and coordinating communication with relevant stakeholders.

• Conductroutinewalk-throughstoidentifyopportunities for improvement and ensure all training center areas areoperatingefficiently.

• Assistwithmaintaininga safe organized and customer-ready environment.

CustomerFeedback&ContinuousImprovement

• Manage customer satisfaction surveys and reporting through the Qualtrics platform.

• Analyze survey results and prepare monthly presentations for management and operational teams.

• Identifytrends and recommend continuous improvement initiatives to enhancethe customerexperience.

Administrative &LogisticsCoordination

• Coordinate travel arrangements for staff and instructors including flights hotelaccommodations ground transportation and travel itineraries.

• Manage supply inventory procurement requests and coordination of equipment maintenance and repair services with local vendors.

• Assistwith administrative activities such as document preparation scanning photocopying filing and correspondence management.

• Manage CAE credentials and access-related documentation.

Meeting&EventCoordination

• Schedule appointments meetings and training events.

• Prepare meeting rooms training spaces and required materials.

• Coordinatelogisticsand support for internal and external meetings.

AdditionalResponsibilities

• Participate in special projects andinitiatives asassigned by management.

• Provide general administrative and operational support to ensure smooth training center operations.

Qualifications

Education

• Technical degree diploma or equivalent experience in Business Administration Hospitality Customer Service ora relatedfield preferred.

Experience

• Previousexperience in customer service administrative support office coordination ora relatedrole.

• Experience working in a fast-paced customer-focused environment is preferred.

LanguageRequirements

• NativeorfluentSpanish.

• Intermediate to advanced Englishproficiency both written and spoken.

Competencies

• Strong customer service orientation and interpersonal skills.

• Excellent verbal and written communication skills.

• Strong organizational and time-management abilities.

• Ability to prioritize multiple tasks and meet deadlines.

• Problem-solving and decision-making capabilities.

• Attention to detail and commitment to quality.

• Ability to work effectively under pressure and adapt to changing priorities.

• Strong teamwork and collaboration skills.

• Proficiencyin Microsoft Office applications and digital collaboration tools.

• Experience with survey or customer feedback platforms (e.g. Qualtrics) is an advantage.

Physical Requirements:

• Occasionally ascends or descends ladders scaffolding ramps and poles.

• Occasionally moves intodifferent positionsin tight or confined spaces.

• Constantlyremainsin a fixed position to perform tasks or move around.

• Occasionally adjusts or moves objects up to 9 kg (20lbs).

• Constantlyperformsrepetitive movements with wrists hands and fingers.

• Occasionally travels to perform tasks orrelocate.