Netjets Service Representative (Nje)

Company: NA - NetJets Aviation, Sucursal en Espana

Area of Interest: Owner Services

Location : Madrid, ES, 28046

Req ID: 6001

Purpose of Position : Develop exceptional business relationships with Owners to understand, meet and anticipate their needs and expectations, support NetJets Operations and relevant departments with local knowledge ensuring service standards and procedures are maintained and continuously improved in line with the 20/20 flight plan. Optimize the relationship with local partners, to deliver a personalized customer experience to each NetJets passenger, extending the quality of the service from the NetJets aircraft through the airport and FBO.

Tasks and Responsibilities :

• Initiate and nurture relationships with Owners by meeting inbound/outbound passengers to provide an exceptional and personalized service that fulfills their particular requirements and needs;
• Communicate with Owners regarding operational issues and service requirements, and manage their experience through the airport;
• Proactively correct issues and mitigate service disruptions, keeping appropriate departments in the communication loop while minimizing pressure and diffusing situations immediately;
• Develop and maintain professional relationships with service partners in the area to ensure the continuous improvement of the service provided to NetJets passengers;
• Support NetJets Operations, Crew Members and FBO in obtaining a high level of service to deliver a personalized customer experience;
• Responsible for the daily upkeep of the NJE lounges established at Service Representative locations;
• Recognise Owner’s concerns and preferences and report them to the relevant departments and Sales Teams to deliver an exceptional service, improve Owner satisfaction and LTR;
• Provide Sales and Marketing departments with knowledge of area facilities, prospects and Owners, to share potential new business opportunities;
• The role involves a high degree of flexibility in adjusting schedules to match flight demand to obtain optimal Passenger coverage.

Education : Bachelor's

Certifications and Licenses : Years of Experience : 2-4 years of experience

Core Competencies : Adaptability

Collaboration

Curiosity

Service-Oriented

Strives for Positive Results

Knowledge, Skills, Abilities and Other (KSAOs) :

• University degree preferred;
• Minimum 2 years Aviation background required;
• Minimum 3 years of experience in face-to-face Customer Services at aviation, luxury hotels, resorts or similar service industry;
• Compliance of Safety rules and procedures;
• Native Spanish speaker;
• Fluency in Business English (written and verbal).