Purpose of Position:
Act as the first point of contact between NetJets customers and provide a unique experience through an uncompromisingly efficient, prompt, consultative, and personalized interface to continuously increase customer satisfaction.
Key Responsibilities:
* Manage customer inquiries, new flight reservation requests, and changes to existing reservations in a prompt, consultative, personalized, and efficient manner.
* Provide information on airports, restrictions, aircraft performance, documents required for travel, and other details to deliver an uncompromising level of service.
* Load flight details into the reservations system accurately and promptly to guarantee a high-quality customer service.
* Guarantee the feasibility of flights by checking information in the reservation system and send flight confirmations to customers promptly.
* Ensure passenger data is up-to-date and accurate to prevent issues that may impact the business.
* Anticipate potential areas of customer discontent or conflict and ensure appropriate decisions are executed to minimize adverse consequences.
* Proactively communicate with customers about operational issues affecting their flights or arrangements.
* Interact with customers in non-standard, conflict, or complaints situations and solve issues to prevent re-occurrence and build upon customer satisfaction.
* Manage travel needs of allocated Key Account Managers in the absence of Senior Account Managers.
Education:
Bachelor's degree in Aviation or Tourism.
Certifications and Licenses:
Years of Experience:
Not specified.
Core Competencies:
Strives for Positive Results, Curiosity, Collaboration, Adaptability, Service-Oriented.
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 one of the following languages: Russian, German, French, Italian, Dutch, Danish, Norwegian, Finnish, Swedish, Polish, Slovak, Czech, Turkish, Greek.
* Proficiency in MS Office.