Customer Service/support Representative Ii

**Role and Responsibilities**

**Role & Responsibilities**:
CAE is the leader in Aviation training and is offering a unique opportunity in our **Guarulhos** location. We are seeking a **Customer Service/Support Representative II **who will act as first and main point of contact for all customers, clients and guests.

**RESPONSIBILITIES**:

- Act as first
- and main point of contact for all customers, clients and guests throughout their ‘lifecycle’ within the training center.
- 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.
- Execute front office duties to provide customers with requested information regarding the training process (schedules, changes, etc.) and logistics (hotel and transportation) or any other issue that our customers can reasonably request.
- Ensure facilities are ready, prepared and organized in support of training delivery.
- Takes 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 **Group Leader Customer Services / Support**.
- General administrative assistance to center management.
- Assures a maximum return rate of customer surveys, collects and prioritizes all information, and makes a monthly synthesis to Leadership.

**EDUCATION & EXPERIENCE REQUIRED**
- High School graduate or equivalent
- 2 year higher degree preferred
- 4 - 6 years of hotel, concierge, travel, customer service experience preferred
- Experience in Microsoft Office products including Word, Excel and PowerPoint with emphasis on MS Outlook
- Bi-lingual (Portuguese and English) required
- Spanish is a plus
- Working Schedule from Monday-Friday

**QUALIFICATIONS & SKILLS**

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

Soft Skills
- 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, neurodiversity 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 diverse.