Title:  Owner Experience Account Manager - EJME (EJME)

Purpose of Position

Interact with EJM Europe Owners and Charter Clients concerning flight reservations, daily flight management and general enquiries, being the first point of contact between Owners, clients and EJM Europe, 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 Executive Jet Management Europe (EJM Europe) Owners, answering incoming calls and dealing with e-mails and other messages, to assist Owners in their specific enquiries, new flight reservation requests and changes to 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 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 & Charter clients 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 Owner and the Maintenance Department to schedule the most suitable time for scheduled and non-scheduled maintenance options in order to ensure minimum flight schedule disruption due to aircraft maintenance tasks; 
•    Liaise with Crew Members regarding Owner and Charter flights (Owner approvals, catering for charters, Owner requests to the crew for changes and information, Air Traffic control delays or any other challenge or Owner request that impacting s flight on the day of the flight, follow ups for missing information that crew may get directly from the Onwer, etc); liaise with Managed aircraft Owners regarding charter flights or NJE subcontracted flights on their aircraft;
•    Book charter passenger and ferry flights, change and oversee these charter flights on EJM Europe and non-EJME aircraft (provide support to the FLYEJME Team);
•    Anticipate or resolve, in conjunction with the relevant EJM Europe 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.
•    Other duties can be performed subject to being within the same professional career, considered related or functionally linked.

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 and Portuguese (written and spoken), additional languages including German, French, Italian, Dutch and Spanish are a plus, with a proven ability to proficiently manage complex follow-ups, both written and verbal;

•    Proficiency in MS Office.