Operations Support Specialist/ Research Associate

2 weeks ago

Cape Town, Western Cape, South Africa FocusPoint International Full time

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 safehavens.
  • 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 OR
  • Diploma in Communications and
  • 34 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 Africa

Training, Skills, Knowledge and/or Experience:

  • Speak, read, write fluent English.
  • Excellent call handling ability
- identify issues and present solutions

  • Strong written communication skills
  • Attention to detail is key in this industry as people are relying on us to help in highpressure situations.
  • Must be able to multitask 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 everchanging environment
  • Takes initiative
  • Ability 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, Permanent

Pay:
R15 000,00 - R17 000,00 per month

Experience:

Customer Service: 2 years (required)

Application Deadline: 2024/04/30

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