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 rh-hr@cae.com .