Customer Representative (English)

About the role

We are looking for a proactive Customer Representative to be the main point of contact for clients during their training programmes. You will welcome participants, guide them through orientation, and ensure a smooth experience throughout the training period.

Key responsibilities

• Welcome clients on the first day of training and serve as their primary contact.
• Conduct facility orientation and safety briefings.
• Address client inquiries about courses, requirements, products and services.
• Assist with CAE check‑in processes and collect required documentation.
• Coordinate security clearance submissions and long‑term pass applications.
• Support entry visa applications and issue invitation letters.
• Arrange lodging, logistics and pre‑training information packages.
• Send calendar invitations, schedule media tours and site visits.
• Relay advisories, memorandums and operational communications.
• Handle phone, email and online inquiries, ensuring high‑quality service.
• Manage call handling, warm transfers and daily survey distribution.
• Perform inventory checks, maintain lounge hygiene and stock supplies.
• Provide administrative support, manage mail and courier services.
• Plan, coordinate and organise meetings for stakeholders.
• Process training booking requests and manage airline training rosters using the Gemini system.
• Publish instructor and airline training schedules and notify relevant parties of changes.
• Resolve scheduling conflicts and ensure regulatory compliance.
• Act as liaison for classroom bookings, instructor assignments and simulator delays.
• Support month‑end closing activities with finance and airline planners.

Required profile

• 1–3 years of experience in customer service, training coordination, scheduling or related operational role.
• Fluency in English and Chinese with professional communication abilities.

Required skills

• Proficiency with the Gemini scheduling system.