Owner Services Account Manager - German Speaker (NJE)

NetJets IP, LLC; Paço de Arcos; Remote; EUR 35,000 - 50,000; Full time

Job summary

NetJets IP, LLC in Paço de Arcos, Portugal seeks an Owner Services Account Manager who speaks German to manage flight reservations, daily coordination, and owner inquiries. You will be the primary contact for owners, delivering a personalised, efficient service and ensuring data accuracy across reservation systems.

You will liaise with Sales, Scheduling and Operations, handle high-quality communications, and provide support during managers' absences. Fluent English and German are required.

Qualifications

• University degree preferred in aviation or tourism.
• Experience in customer-facing or call centre environments.
• Fluency in written and spoken English and German.

Responsibilities

• Be the first point of contact for Owners via calls, emails, faxes and online requests.
• Assist with new flight reservations and changes in a prompt, personalised way.
• Provide information on airports, travel documents and aircraft performance.
• Load flight details into IJET/ETM accurately to keep data up to date.
• Confirm flight feasibility and promptly send confirmations to Owners.
• Ensure passenger data accuracy to prevent issues for Owners.
• Escalate potential issues with relevant departments to minimise impact.
• Communicate proactively about any operational issues affecting plans.
• Back-up Owner Services KAMs when Senior Account Managers are absent.

Skills

Fluent English

German language

Customer-facing experience

Education

Bachelor's in Aviation or Tourism

Job description

Title: Owner Services Account Manager - German Speaker (NJE)

Area of Interest: Customer Experience

Location: Paço de Arcos, PT, 2774-550

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

Bachelor's in Aviation or Tourism

Certifications and Licenses

Years of Experience

Not Specified

Core Competencies

Service-Oriented

Strives For Positive Results

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 German with a proven ability to proficiently manage complex follow-ups, both written and verbal.