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Customer Experience Administrator
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**Role and Responsibilities**
**Duties and responsibilities**
GENERAL
- Responsible for coordinating across functional disciplines to achieve customer satisfaction.
- 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. Will be the first point of contact for customers, clients and guests, and provides them with all essential information they may reasonably require.
- Will act as first
- and main point of contact for all customers, clients and guests throughout their ‘lifecycle’ within the training center.
- Will 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.
- Will execute front office duties to provide customers with requested logistics (hotel, transport, visa) or any other issue that our customers can reasonably request.
- Will ensure facilities are ready, prepared and organized in support of training delivery by taking 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 mitigated at all times and suggests initiatives to continuously improve our client services processes to the responsible manager.
- Ensure that all telephone calls are answered and re-directed correctly.
- Answer and deal with Customer Services enquiries.
- Sort out and distribute all incoming and outgoing (e-)mail.
- Assist in English tests (if required), student travel and visa/immigration coordination.
- You coordinate the paperwork required for all Student and Flight Instructor selections and new courses/classes.
- You ensure all customer service/public notice boards contain current and appropriate material.
- You assist in training record follow-up and organization of social events (e.g., Open House days, fairs)
STUDENT WELFARE
- Help to achieve good standards of student discipline and behavior and to become personally involved in student behavioral issues when required
- Ensure effective dissemination of information to students/reinforcing company policy when required
- Assist with transportation and housing arrangements if necessary
ADMINISTRATIVE SUPPORT
- Coordination of customer joining information including uniform, bags, equipment, name badges, visa information, facility information
- You assist with course welcome and arrival arrangements
- Arranging Student Files and Training Records and coordinating paperwork
- Ensure sufficient courseware and training equipment is available
- Deliver administrative support for selections, planning, ground and flight school
- Coordinate all relevant Airport Badge requests
- Keep track of all stock
- Verify student logbooks prior to Skill Tests and student departure
- Issue various relevant (course completion) certificates where necessary
- Assist in supporting other CAE Training Centers by providing relevant student information
**Job related skills/background**
General
- Must be fluent in the English and Dutch Language. Knowledge of the French Language is a plus.
- Strong Microsoft Word, Excel, Outlook, PowerPoint, SharePoint and Teams required.
- Previous experience in an aviation environment is a plus.
Customer Service & Communication
- Proven ability to talk, listen, and help resolve conflicts
- An expert communicator who can listen effectively to find the root cause of issues and communicate in a clear and friendly way to ensure positive results
- Must be able to communicate with all levels of staff and management
- Leadership
High level of personal integrity
- Strong customer service ethos, someone who practices what they preach
- Self-motivated, positive, enthusiastic, goal oriented
- Demonstrated ability to be flexible with the capacity to embrace change
- A passion to be the best in all that you do while maintaining a consistent focus on ethical behavior.
- Problem Solving
Able to work in culturally diverse group
- Proven ability to quickly identify and resolve problems
- Ability to gather and analyze information skillfully and with tact
- Able to use reason and sound judgment when dealing with emotional topics
**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 or age.
The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender divers
