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.

• Assist the Planning team with data entry into the Gemini system, coordination tasks, or other activities deemed necessary.

  
  

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 .