Job Description

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 Service Specialist

Location: San José, Costa Rica

About the Role

As an Aviation Customer Service Specialist, you will serve as a critical operational partner supporting aviation customers around the world. This role combines high-volume customer interaction with real-time operational coordination in a fast-paced, 24/7 environment.

You will manage customer requests through phone and email while coordinating with internal teams, suppliers, and stakeholders to resolve time-sensitive operational issues. Success in this role requires more than strong customer service skills. The ideal candidate can assess urgency, prioritize competing requests, follow established procedures, and make sound decisions under pressure.

If you enjoy solving complex problems, working in a fast-moving environment, and balancing customer needs with operational excellence, this role offers an exciting opportunity to build a career in global aviation.

Impact of the Role

You are often the first point of contact for aviation customers, but you also serve as a key coordinator behind the scenes.

Your ability to assess situations, prioritize effectively, communicate clearly, and follow operational procedures directly impacts:

• Customer satisfaction
• Operational efficiency
• Risk mitigation
• Service delivery
• Revenue protection
• Customer retention

What You Will Do

Customer Support & Relationship Management

• Manage a high volume of inbound customer phone calls and emails from aviation clients located around the world.
• Build strong customer relationships through responsive, professional, and solution-oriented communication.
• Serve as a trusted point of contact for customer inquiries, requests, and escalations.
• Deliver a consistently high level of customer service in a fast-paced operational environment.

Operational Coordination & Decision Making

• Assess and prioritize customer requests based on urgency, operational impact, business risk, and service commitments.
• Coordinate with internal departments including Sales, Credit, Collections, Billing, Supply, and Logistics to ensure timely execution of customer requests.
• Support the resolution of operational disruptions, service issues, and exception scenarios while following established procedures and escalation protocols.
• Monitor fuel availability and communicate impacts, risks, or disruptions to customers and internal stakeholders.
• Manage multiple competing priorities while maintaining accuracy and attention to detail.

Process Compliance & Risk Management

• Follow established operational procedures, controls, and escalation paths.
• Ensure accurate documentation of customer interactions and operational activities.
• Exercise sound judgment when handling exceptions while maintaining compliance with operational requirements.
• Identify issues that require escalation and engage the appropriate stakeholders.

What You'll Bring

Required

• 1-3 years of experience in customer operations, aviation operations, airline operations, travel operations, logistics, transportation, customer service, or other fast-paced service environments.
• Experience managing high volumes of phone calls and emails while balancing multiple priorities.
• Excellent verbal and written English communication skills.
• Strong customer service and relationship-building skills.
• Ability to assess urgency and prioritize work based on operational impact.
• Strong problem-solving and decision-making abilities.
• High attention to detail and ability to follow established procedures.
• Ability to remain calm and effective under pressure.
• Strong organizational and multitasking skills.
• Ability to work independently and collaboratively across teams.
• Valid passport.

Preferred

• Aviation industry experience.
• Airline, airport operations, aviation support, travel operations, or logistics experience.
• Experience responding to operational disruptions or time-sensitive customer situations.
• Familiarity with Oracle or similar systems.
• Additional language capabilities.
• Strong understanding of world geography.

Success Profile

Successful individuals in this role:

• Think operationally, not just transactionally.
• Prioritize work based on urgency, business impact, and customer commitments.
• Remain calm in high-pressure situations.
• Follow established procedures and escalation paths.
• Balance customer service with operational discipline.
• Take ownership of issues through resolution.
• Communicate confidently with customers and internal stakeholders.
• Adapt quickly to changing priorities and unexpected situations.

Why Join World Fuel

• Join a global leader in aviation fuel and services.
• Gain exposure to international aviation operations.
• Develop valuable operational, customer management, and problem-solving skills.
• Work in a fast-paced environment where your decisions have real impact.
• Benefit from strong career growth and internal mobility opportunities.
• Be part of a team that supports customers across the global aviation industry.

#WFS

#LI-GR1

Please note that by submitting an employment application you consent to World Fuel Services processing your information for this role and potentially for future employment opportunities, in accordance with applicable laws. To learn more about how we protect and/or process personal information, please visit the WFS Privacy Center at: https://www.wfscorp.com/en/privacy-center.PetroServicios de Costa Rica, S.R.L.