About This Role
Job Summary:
To lead the Customer Support & Services team in Singapore to deliver exceptional customer service experience by providing efficient and prompt resolution of customers’ queries, complaints or issues; while maintaining high level of customer satisfaction and first contact resolution. To also develop and implement initiatives to enhance customer retention and growth through cross-selling/up-selling activities.
Job Responsibilities:
• Manage a team of Customer Service Representatives and Schedulers to provide support for internal and external customers
• Handle escalated customer complaints
• Respond promptly to customers and phone calls
• Process ad hoc training bookings for customers
• Maintain accurate records of customer bookings
• Monitor Customer Support KPIs such as Customer Satisfaction Score
• Develop and implement strategies to improve Customer Experience
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 Opportunity Employer
CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As "One CAE," we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.
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. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at [email protected].
What We Do
CAE is a high technology company, at the leading edge of digital immersion, providing solutions to make the world a safer place. Backed by a record of 75 years of industry firsts, we continue to reimagine the customer experience and revolutionize training and operational support solutions in civil aviation, defense and security, and healthcare. We are the partner of choice to customers worldwide who operate in complex, high-stakes and largely regulated environments, where successful outcomes are critical. Testament to our customers’ ongoing needs for our solutions, over 60 percent of CAE’s revenue is recurring in nature. We have the broadest global presence in our industry, with approximately 13,000 employees, 180 sites and training locations in over 35 countries
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