Owner Services Account Manager (EJME)

Purpose of Position

Interact with EJME Owners, NetJets Owners and Charter Clients 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 NetJets Owners and the assigned managed accounts of Executive Jet Management Europe (EJME), answering incoming calls and dealing with e-mails and other messages, to 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, in order to guarantee that customer needs are anticipated, met and exceeded and creative solutions are provided to fulfil their travel needs;
• Handle the travel needs of allocated Owners, from the owner's first contact to the actual flight following (during business hours), to the post flight follow-up, to provide them with a centralized point of contact and a unique and personalized approach, guaranteeing that Owner needs are anticipated, met and exceeded and that a service of excellence is delivered;
• Provide information to Owners regarding airports, restrictions, aircraft performance, documents required for travel and other details in order to deliver an uncompromisingly and efficient level of service;
• Load the flight details of new reservations and changes accurately and promptly into the reservations system (IJET/ETM) in order to guarantee that all relevant departments have the correct and necessary data to fulfil the Owners requests, providing high quality customer service;
• Guarantee the flight’s feasibility, by checking information in the reservation system, in order to promptly send the flight confirmation to Owners, delivering a high standard of service;
• Coordinate with the Maintenance Department for EJME aircraft and the aircraft Owner, to schedule the most suitable time for maintenance options in order to ensure minimum flight schedule disruption due to aircraft maintenance tasks;
• Liaise with the Lead Pilot of each EJME aircraft to establish the most efficient crew levels according to the needs of the Owners in order to ensure that each aircraft is crewed to minimise any flight disruption for the owner;
• Anticipate or resolve, in conjunction with the relevant EJME and/or NJE department(s) (Sales, Scheduling, Catering and Ground Transport etc.), potential areas of Owner discontent or conflict and ensure that appropriate decisions are executed to minimise adverse consequences to the Owners or complete follow-up;

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• University degree preferred with an emphasis in business, aviation or social science;
• Experience in customer-facing or call centre environment, preferably in aviation industry;
• Proficiency in Business English (written and spoken) as well as in at least 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;