Customer Service/Support Specialist I

Customer Service & Support Specialist I 

About CAE 

At CAE, our mission is to make the world a safer place. For nearly 80 years, we have been leaders in simulation, training, and mission readiness, supporting civil aviation, defense, and critical operations worldwide. Through cutting-edge technology and a culture that drives innovation, we empower our customers to operate smarter, faster, and more sustainably. 

We equip people in critical roles with the knowledge and solutions needed to create a safer world. Above all, we train pilots, cabin crews, airlines, and defense and security forces to perform at their best every day—and when it matters most. 

We have a global presence with approximately 13,000 employees and 250 training centers across more than 40 countries. 

Job Summary 

The Customer Service & Support Specialist I is responsible for delivering 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, coordinating logistics, managing customer experience initiatives, supporting operational contingencies, and ensuring facilities and resources are maintained to 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, providing professional and positive customer experience. 

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

• Handle incoming calls, emails, and inquiries, ensuring timely resolution and escalation when appropriate. 

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

Operational Support 

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

• Conduct routine walk-throughs to identify opportunities for improvement and ensure all training center areas are operating efficiently. 

• Assist with maintaining a safe, organized, and customer-ready environment. 

Customer Feedback & Continuous Improvement 

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

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

• Identify trends and recommend continuous improvement initiatives to enhance the customer experience. 

Administrative & Logistics Coordination 

• Coordinate travel arrangements for staff and instructors, including flights, hotel accommodations, ground transportation, and travel itineraries. 

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

• Assist with administrative activities such as document preparation, scanning, photocopying, filing, and correspondence management. 

• Manage CAE credentials and access-related documentation. 

Meeting & Event Coordination 

• Schedule appointments, meetings, and training events. 

• Prepare meeting rooms, training spaces, and required materials. 

• Coordinate logistics and support for internal and external meetings. 

Additional Responsibilities 

• Participate in special projects and initiatives as assigned 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, or a related field preferred. 

Experience 

• Previous experience in customer service, administrative support, office coordination, or a related role. 

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

Language Requirements 

• Native or fluent Spanish. 

• Intermediate to advanced English proficiency, 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. 

• Proficiency in 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 into different positions in tight or confined spaces. 

• Constantly remains in a fixed position to perform tasks or move around. 

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

• Constantly performs repetitive movements with wrists, hands, and fingers. 

• Occasionally travels to perform tasks or relocate.