Customer Experience Representative-EN

CAE

Sepang

MYR 30,000 - 60,000

Job description

About This Role

Responsible for the training center’s customer experience management in the process of surveying, analysing and enhancing customer interactions.
Daily monitoring of customer touch points and evaluate the need for continuous improvement via Qualtrics and following up on Qualtrics tickets to ensure resolution and continual improvement communication to respective department.
Responsible for communicating to Head of Departments and respective anchor customer(s) on the monthly customer satisfaction index scores.
Accountable for executing all training center communication activities i.e. People’s Press, My Flight Path, Memo(s) and urgent notices to ensure all internal and external stakeholders are kept abreast.
Accountable for centralizing and maintaining all customer Training Services Agreement (TSA) upon the Sales Handover (SHO) process including renewed TSAs.
Actively engaging internal stakeholders to improve customer engagement and customer experience throughout their training journey.
Oversight in ensuring digital check-in implementation and its associated development plan is progressed according to plan, and any feedback and/or complaints is escalated to management.
Support the development of Training Centre social media accounts as per CAE global policy and procedures.
Execute front office duties to provide customers with requested information regarding their training delivery (schedules, changes, etc.) and logistics (hotel, transport, visa, etc.).
Manning the customer service counter and reception in dealing with all inquiries and/or feedback and/or complaints in a professional and courteous manner either in person, on the phone or via e-mail whilst maintaining the ability to adapt and respond accordingly to different types of customer characters.
Pilot lounge management including inventory management, schedule timely snacks and beverages purchases. Escalating to Management in terms of feedback and/or complaints received on Pilot Lounge and following up on the matters escalated and communicating with customer(s) once resolution is achieved.
Responsible for all training Centre’s incoming and outgoing courier requests from user department including handling of emails, fax and letters received and distributing to the respective departments.
Coordinate and assist with the arrangement of customers’ accommodation and mobility needs for customers, if requested.
Responsible for all lost & found items and keeping a record of the items.
Support and coordinate event planning with an eye for details.
Contribute to the department’s continuous improvement and wellness initiatives.
Collaborate closely with the Lead, assist in planning and executing project tasks, provide regular updates on progress and any issues encountered, participate in team meetings and contribute to decision-making processes, ensure alignment with project goals and timelines.
Report directly to the Manager, prepare and submit detailed reports on project status, including milestones achieved and challenges faced, communicate any resource needs or support required to meet project objectives, seek guidance and feedback to improve performance and project outcomes, maintain open lines of communication to ensure transparency and accountability.

Position Type

Regular

Equal Opportunity Employer
CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by local laws.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process. If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at rh-hr@cae.com.