CUSTOMER REPRESENTATIVE/SCHEDULER

The Customer Representative/Scheduler will be the primary point of contact for clients, responsible for their welcome, briefing, and support throughout their training. This role involves extensive customer interaction, administrative tasks such as check-in, security clearances, visa applications, and logistics. A key part of the role is managing and planning airline training rosters using the Gemini system, resolving scheduling conflicts, and ensuring smooth daily operations for pilot training. The representative will also handle inquiries, manage inventory, and provide general administrative support.

Must Have

• Meet and greet clients, conduct briefings.
• Serve as the main point of contact for clients during training.
• Answer client questions, especially on course requirements.
• Assist with client check-in processes and paperwork.
• Submit security clearance and long-term pass applications.
• Collaborate with departments to resolve client issues.
• Assist with E-entry visa applications and issue invitation letters.
• Support client lodging and logistics arrangements.
• Send pre-training packages and calendar invites.
• Coordinate and schedule media tours/site visits.
• Relay advisories and memorandums.
• Handle inquiries via phone, email, and online.
• Provide quality customer service, ensure warm transfers.
• Send daily survey emails and collect client feedback.
• Perform inventory checks and requisitions.
• Manage customer lounge hygiene and supplies.
• Provide administrative support to clients.
• Plan, coordinate, and organize stakeholder meetings.
• Handle incoming and outgoing mail and courier services.
• Accommodate training booking requests from airline planners.
• Plan airline training rosters using the Gemini system.
• Publish confirmed training schedules.
• Notify instructors and crews of planned sessions and changes.
• Resolve scheduling and instructor qualification conflicts.
• Ensure events comply with appropriate regulations.
• Perform all scheduling duties within timelines.
• Liaise for classroom bookings and instructor assignments.
• Notify customers of simulator delays/aircraft on ground.
• Assign crew names to training sessions.
• Review journey logs monthly.
• Communicate with finance and airline planners for month-end.
• Ensure smooth daily pilot training operations.
• Respond to queries from instructors, crew, and customers.

About This Role

• Meet & Greet client(s) on the first day of training
• To conduct facilities & safety briefing to client(s)
• To welcome client(s) in a friendly, highly respectful manner and to be the main point of contact for client(s) during their training
• Interacts with client(s) and answers all customer questions especially on course requirement
• Assist with client(s) CAE check-in processes to ensure collection of appropriate pa­perwork
• Security clearance submissions to stakeholder(s) for approval
• Long term pass application submission for internal customer(s)
• Working closely with the other departments (Training, Sales, Technical, Finance and Scheduling) to assist client(s) with any issues/ concerns
• Assist E-entry visa application for client(s)
• Issue Letter of Visa invitation and/or Letter of Business invitation for internal and external customer(s)
• Support on lodging and logistic for client(s)
• Pre-training package information to be sent prior to training
• Send calendar invite to client(s) for meeting(s) and/or other matter(s)
• Coordinates and schedule media tour(s) and/or site visit(s) planned
• Relays information regarding advisories or memorandum(s)
• Monitor and answer any inquiries about products, training and services received via phone, email and online
• Provide quality customer service on every call received and communicate clearly and effectively with caller. Ensure a warm call transfer is done if there is a need for the caller to speak to other department(s) or personnel for assistance or enquiry
• Send survey email to client(s) daily and approach client(s) to share their feedback
• Inventory check and requisition
• Manage the customer lounge hygiene and supplies in order
• Support administrative matter(s) request by client(s)
• Planning, coordinating and organise meeting(s) for stakeholder(s)
• Collect mail, sort, and allocate. Outgoing mails to be recorded prior mailing out
• Incoming and outgoing courier services

Responsible in accommodating training booking request(s) submitted by airline planner(s)

• Responsible in planning airlines training roster in the Gemini system
• Publish Instructor(s) and Airline(s) confirmed training schedule(s)
• Notify instructor(s) and crew(s) of their planned simulator session(s)/classes/practical drill and all other relevant duties assigned in a timely manner including any last-minute change(s)
• Resolve scheduling and instructor qualification conflict(s)
• Ensure all event(s) are assigned to appropriate regulation(s)
• Able and willing to perform the scheduling duties of any schedulers and to ensure planning is done within timeline
• Liaison between internal and external customer(s) for classroom booking request and instructor’s assignment
• Any simulator delay/Aircraft on ground, to notify the respective customer(s)
• Ensure crew name(s) are assigned to the training session(s)
• Responsible to review the journey log on the last day of the month
• Responsible to communicate with finance and airline planner(s) on month end closing matter(s)
• To ensure smooth daily operations of pilot training(s)
• Respond to queries from instructor(s), crew/customer(s) and other relevant parties
• Any other duties as may be required

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 providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender indentity 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 CAECarrieres-Careers@cae.com