Trip Support Specialist, 1 at World Fuel Services

Responsibilities:

• Responsible for Quality assurance of all aspects of their managed trips
• Responsible for assisting in establishing and providing an unmatched quality of service and communication to all WFS Customers
• Responsible for improving and enhancing the customer relationship
• Responsible for incoming operational communications, including phone calls, faxes, emails, and SITA/AFTN traffic
• Responsible for assuring that all trips are current and updated in a timely manner based on the most recent customer communications
• Responsible for Loading all flight request into operational system
• Responsible for day-to-day operations requirements such as but not limited to the following:
• Arranging ground handling, permits, customs services, hotels, transportation and Fuel
• Assisting with fuel quotes and/or arrangements after normal business hours
• Liaison with Customer Relations and Supporting Services
• Responsible for monitoring communications after normal business hours and on weekends upon implementation of the storefront operations
• Must have a firm knowledge of WFS’s products and services and be able to effectively market them to customers
• Will maintain a professional demeanor in stressful situations and negotiations
• Will market, communicate, and sell all of WFS’s products and services to existing and prospective WFS customers
• Able to provide expert level of support and consultation to WFS customers
• Helps other employees to accomplish WFS company goals
• Performs other duties as may be assigned by department supervisor
• Working Hours: as determined by the Sr Director Global Operations

The Individual 

• Strong customer services skills and experience is essential.
• Strong organisational skills are essential.
• Strong oral and written communication skills in English is essential.
• Strong stakeholder management skills and team working skills are essential.
• The ability to speak Afrikaans alongside English is desirable.
• The ability to process data quickly and accurately is essential.
• Strong IT skills across the MS Office product suite is essential.
• The ability to work independently with minimal supervision is essential.
• Ability and willingness to work across a shift plan than covers day, night and weekend working is essential.
• Aviation Dispatch Certification - FAA or FOO or equivalent highly desirable.
• Expert problem solving skills and ability to work independently are essential.

Experience:

• Aviation work experience is essential. This is likely to be gained in the field of aviation trip planning or alternatively as a pilot with experience of supporting the trip planning process.
• Knowledge of the Aviation industry is essential and aviation airport operations experience is essential. This can be gained in either commercial or general aviation.
• Previous experience of maintaining data information is preferred.
• Previous experience conducting research of operational critical information is preferred.
• Experience within the aviation or travel industry is preferred.

Education:

• Minimum education certificate at level 12 matric certificate is required.