Aviation Customer Service Specialist

About the Role

As an Aviation Customer Service Specialist, you will be at the centre of World Fuel's global customer operations, supporting aviation clients worldwide in a fast-paced, high-volume environment.

This is a highly customer-facing role where you will manage incoming requests via phone and email, resolve real-time issues, and ensure a seamless customer experience. If you enjoy speaking with people, solving problems quickly, and thriving in a dynamic environment, this role could be a great fit for you.

Impact of the Role

As one of the first points of contact for our customers, your responsiveness, professionalism, and service mindset are critical to their overall experience.

Your work will directly contribute to:

• Customer satisfaction and loyalty

• Service quality and operational excellence

• Accurate and timely issue resolution

• Strong customer relationships across a global client base

Key Responsibilities

Customer Support & Relationship Management

• Handle a high volume of inbound phone calls and emails from aviation customers around the world.

• Provide real-time support, resolving urgent customer enquiries accurately and professionally.

• Build strong customer relationships by understanding client needs and delivering consistent, high-quality service.

• Adapt your communication style to effectively support a diverse, global customer base.

Operational Coordination

• Monitor fuel availability and communicate any updates, disruptions, or operational changes to customers.

• Coordinate closely with Sales, Credit, Collections, Supply, and Billing teams to ensure seamless service delivery.

• Support customer accounts and identify opportunities to improve service levels and overall performance.

What You Bring

Required Qualifications & Experience

• 1 to 2 years of experience in a high-volume customer service environment, such as:

• Contact centres

• Hospitality

• Airlines

• Travel services

• Other fast-paced customer-facing operations

• Excellent written and verbal communication skills in English.

• Comfortable managing multiple customer interactions while spending a significant portion of the day on the phone.

• Strong customer service orientation with the ability to build rapport quickly.

• High attention to detail and sound decision-making skills.

• Ability to prioritise tasks, multitask effectively, and remain calm under pressure.

• Positive, proactive attitude with a willingness to learn and develop.

• Confidence interacting with customers across different cultures and regions.

• Ability to work both independently and collaboratively within a team.

Preferred Qualifications

• Previous aviation experience or exposure to global travel, transportation, or logistics environments.

• Familiarity with aircraft types and aviation operations.

• Experience using Oracle or similar enterprise systems.

• Fluency in additional languages.

• Strong understanding of world geography.

Education

• GCE A-Level, High School Diploma, GED, or an equivalent (or higher) qualification.

Why Join World Fuel?

• Join a globally recognised leader in aviation fuel and services.

• Work in a fast-paced, customer-focused role that delivers real impact every day.

• Develop valuable customer service, operational, communication, and problem-solving skills.

• Gain exposure to international markets and a global customer base.

• Benefit from strong career development opportunities and internal mobility across the organisation

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