Purpose of Position

Interact with Owners concerning flight reservations, daily flight management and general enquiries, being the first point of contact between customers and NetJets, to provide customers with an uncompromisingly efficient, prompt, consultative and personalised interface, in order to deliver a unique experience and to continuously increase their satisfaction.

Tasks and Responsibilities

• Manage the first point of contact between Owners and NetJets, answering incoming calls and dealing with e-mails, faxes, messages and online requests. Assist customers in their specific enquiries, new flight reservation requests and changes on the existing reservations, in the most prompt, consultative, personalised and efficient way to guarantee their needs are anticipated, met and exceeded and creative solutions are provided to fulfil their travel needs;
• Provide information to Owners regarding airports, restrictions, aircraft performance, documents required for travel and other details to deliver an uncompromising and efficient level of service;
• Load the flight details of new reservations and changes accurately and promptly into the reservations system (IJET/ETM) to guarantee that all relevant departments have the correct and necessary data to fulfil the Owners requests, providing a high-quality customer service;
• Guarantee the flight’s feasibility, by checking information in the reservation system, to promptly send the flight confirmation to Owners, delivering a high standard of service;
• Ensure that all data regarding the passengers on the NetJets flights is up to date and accurate to prevent issues for the Owners that might impact the NetJets business;
• Anticipate, in conjunction with the relevant department(s) (Sales, Scheduling, Logistics, Advanced Slot Planning, etc), potential areas of Owner discontent or conflict and ensure that appropriate decisions are executed to minimise adverse consequences to the Owners;
• Proactively communicate with Owners whenever there is a chance that an Operational issue may affect their fight or flight related arrangements;
• Interact with Owners in non-standard, conflict or complaints situations, solving issues by actively addressing the specific issues to prevent re-occurrence and build upon Owner satisfaction;
• Manage the travel needs of Owners allocated to Key Account Managers in the absences of Senior Account Managers, acting as a back-up to the Owner Services Key Account Managers.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• University degree preferred with an emphasis in aviation or tourism;
• Experience in customer-facing or call centre environments;
• Fluency in written and spoken English as well as in one of the following languages: Russian, German, French, Italian, Dutch, Danish, Norwegian, Finnish, Swedish, Polish, Slovak, Check, Turkish, Greek with a proven ability to proficiently manage complex follow-ups, both written and verbal.
• Proficiency in MS Office.