Duties and Responsibilities:

• Ensuring a smooth customer experience journey from any point of contact all the way to when customer end their contracts with CAE Kuala Lumpur
• To perform day to day general administrative tasks
• Supporting daily front desk and office administration task whenever required by welcoming visitors, assisting with check-in processes, answering, and referring inquiries and attending to all incoming and outgoing official calls, emails, documents inclusive of courier services handling.
• Provide inputs on Customer Experience projects and tasks.
• Arrangements and handling of customers prior and during active moving around throughout operation hours.
• Be heavily involved in the complaints management system, answering customer enquiries, and responding to complaints accordingly and not being afraid to stand your ground.
• Building long lasting relationships with customers and key stakeholders withing the business.
• Partnering with the Customer Experience Manager to support organizational engagement with customers.
• Contribute to the department’s continuous improvement and wellness initiatives.
• Pilot and Employee Lounge management including inventory management, schedule timely snacks and beverages replenishments. Escalating to Management in terms of feedbacks and/or complaints received on Pilot Lounge and following up on the matters escalated and communicating with customer(s) once resolution is achieved.
• Execute front office duties to provide customers with requested information regarding their training delivery (schedules, changes, etc.) and logistics (hotel, transport, visa etc.)
• Support and coordinate event planning when needed.
• Any other duties and responsibilities that may be assigned to by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Customer Experience team in CAE KL.

Qualifications and Skills:

• Excellent interpersonal and communication skills.
• Analytical and critical thinking, excellent interpersonal, and presentation skills.
• Willingness to learn, responsible and have good work ethics.
• Customer focused and attention to detail is required.
• Strong communication skills in English (verbal and written) to communicate with stakeholders from diverse backgrounds.
• Good team player with positive attitude and strong sense of integrity and responsibility.