Basic Function and Scope of Responsibilities: As an Operations Support Specialist (OSS) you are the frontline support to FPI customers requiring emergency assistance and advice. FPI has a strong set of operational protocols which forms the foundation from which we respond and assist customers in an emergency. The OSS team runs 24/7 and shift work includes nights, weekends, and public holidays.Principal Responsibilities:Being the first point of contact for our customers requiring assistance, giving them confidence and advice needed to mitigate risks.Intelligence gathering: Monitor all open source and news coverage to determine potential crisis events as a part of Global Watch Operations and serves as the initial point of contact for customers on these matters.Assist in providing customers with Security Risk Reports.Respond to the CAP Advantage panic alert to verify the safety of the client and escalate to the relevant Crisis Manager where necessary.Track traveler and asset locations on CAP Advantage and PULSE monitoring exposure to nearby security incidents.Initiate SAR protocols.Utilize the CAP Advantage platform to pinpoint vulnerabilities and inform customers of potential risk to personnel and organizational assets during critical events.Effectively communicate critical incident information to the Crisis Response Managers/ Senior Management.Assist in building operational plans as directed by Senior Director of Crisis Response. These plans may include transportation options and routes and identifying safe-havens.Assist in building medical itineraries as necessary in accordance with Medical Operations Manager.Coordinating medical repatriations and security operations as directed.Maintain close contact with field support teams/ travel nurse and doctors and remote logistic support as well as intel and mapping support needs.Prepare quotes for repatriations.Maintain a log of events in our Crisis System.Understanding Rules and Regs to appropriately assist our customers.Other duties as assigned.Education Requirements: The minimum level of formal education that is required to perform this job satisfactorily.Bachelor's Degree in Political Science/ International Studies ORDiploma in Communications and3-4 years in a relevant field such as/ call center/ risk management/ research/ travel management and emergency management fields.Must be eligible to work in South AfricaTraining, Skills, Knowledge and/or Experience: Speak, read, write fluent English.Excellent call handling abilityAbility to apply critical thinkingidentify issues and present solutionsStrong written communication skillsAttention to detail is key in this industry as people are relying on us to help in high-pressure situations.Must be able to multi-task and prioritize competing demands.Must be able to convey empathy and build confidence with customers in a crisis.Keeping abreast of global security incidents which may impact our customers.Flexible and adaptable in an ever-changing environmentTakes initiativeAbility to work independently, and as part of multidisciplinary team.Excellent assessment / communication / decision making skills.Proficient in the core Microsoft suit of products (Word/ Excel/ Outlook and PowerPoint).Additional languages, particularly Spanish is an advantage.Job Types: Full-time, PermanentPay: R15000,00 - R17000,00 per monthExperience:Customer Service: 2 years (Required)Application Deadline: 2024/04/30#J-18808-Ljbffr
