Aviation Customer Support Specialist

World Kinect · Singapore

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At World Fuel, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

Aviation Customer Support Specialist,

Location: Singapore

Support Critical Aviation Operations Around the World

At World Fuel, we help aircraft operators, business aviation customers, airlines, and government customers receive the fuel and operational support they need to keep moving.

As an Aviation Customer Support Specialist, you will serve as a key operational contact supporting customers throughout Asia-Pacific and around the globe. This is a fast-paced role that combines customer communication, operational coordination, real-time decision making, and stakeholder management.

Success in this position requires more than excellent customer service. You'll need to think operationally, assess business impact, prioritize competing demands, follow established procedures, coordinate multiple stakeholders, and make sound decisions in time-sensitive situations.

This is an excellent opportunity for someone with aviation, logistics, transportation, airline operations, freight forwarding, or operational coordination experience who wants to build a long-term career in global aviation operations.

What You'll Do

Customer Support & Operational Coordination

• Manage a high volume of customer requests received via phone and email from aviation customers worldwide.
• Serve as a primary point of contact for operational requests, service inquiries, and customer support needs.
• Build strong customer relationships through professional, responsive, and solution-focused communication.
• Coordinate customer requirements across internal teams, fuel suppliers, airports, vendors, and service providers.
• Ensure customer requests are executed accurately, efficiently, and within required timelines.

Prioritization, Decision Making & Exception Management

• Assess requests based on operational impact, customer commitments, business risk, deadlines, and urgency.
• Prioritize competing demands in a fast-paced operational environment.
• Identify operational disruptions, service exceptions, and critical issues requiring escalation.
• Follow established escalation procedures and coordinate resolution with the appropriate stakeholders.
• Monitor operational risks and communicate relevant updates to customers and internal teams.
• Take ownership of issues through resolution while balancing customer expectations and operational requirements.

Process Compliance & Operational Excellence

• Consistently follow established operational procedures, controls, and escalation paths.
• Maintain accurate documentation of customer interactions, operational activities, and service requests.
• Ensure compliance with internal controls and operational requirements.
• Support continuous operational improvement while maintaining procedural discipline and data accuracy.
• Contribute to a highly reliable and customer-focused operations environment.
  

What You'll Bring

Required Qualifications

• 1-3 years of experience in: Aviation operations Airline operations Airport operations Logistics Freight forwarding Transportation operations Dispatch Supply chain coordination Customer operations Other fast-paced operational environments
• Experience managing high volumes of phone calls and emails while balancing multiple priorities.
• Strong written and verbal English communication skills.
• Strong customer service and stakeholder management abilities.
• Ability to assess urgency and prioritize work based on operational impact and customer commitments.
• Strong problem-solving, decision-making, and exception management skills.
• High attention to detail and ability to follow established processes and procedures.
• Ability to remain calm and effective during operational disruptions and high-pressure situations.
• Strong organizational and multitasking skills.
• Ability to collaborate effectively across teams, suppliers, and multiple stakeholders.
• Valid passport.

Preferred Qualifications

• Aviation, airline, airport, or aviation support experience.
• Freight forwarding, logistics, transportation, or supply chain operations experience.
• Experience supporting customers across multiple countries and time zones.
• Experience managing operational disruptions or time-sensitive situations.
• Familiarity with Oracle or similar operational systems.
• Additional language capabilities.
• Strong understanding of global geography and international transportation hubs.

What Makes Someone Successful in This Role

Successful individuals in this role:

• Think operationally and prioritize based on business impact.
• Remain calm and effective during time-sensitive situations.
• Follow established procedures, controls, and escalation paths consistently.
• Balance outstanding customer service with operational discipline.
• Exercise sound judgment when handling exceptions.
• Take ownership of issues through resolution.
• Communicate confidently with customers, suppliers, and internal stakeholders.
• Coordinate effectively across multiple countries, teams, and time zones.
• Adapt quickly to changing priorities and operational requirements.

Why Join World Fuel?

• Join a global leader in aviation fuel and services.
• Gain exposure to international aviation and fuel operations.
• Work directly with customers, suppliers, airports, and operational stakeholders around the world.
• Develop valuable operational coordination, decision-making, and problem-solving skills.
• Build a long-term career within a global organization.
• Work in an environment where your decisions directly impact customer success and operational performance.

If you enjoy aviation, logistics, operational coordination, and solving complex challenges in a fast-paced environment, we'd love to hear from you.

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