Customer Care Representative

Category: Customer Service
Job ID: 5856
Location: New Delhi, Delhi
Posted Date: June 12, 2018

Rockwell Collins is a leader in aviation and high-integrity solutions for commercial and military customers around the world. Every day we help pilots safely and reliably navigate to the far corners of the earth; keep warfighters aware and informed in battle; deliver millions of messages for airlines and airports; and help passengers stay connected and comfortable throughout their journey. As experts in flight deck avionics, cabin electronics, cabin interiors, information management, mission communications, and simulation and training, we offer a comprehensive portfolio of products and services that can transform our customers’ futures.

With 30,000 employees working around the globe and a network of operations spanning 150 countries, Rockwell Collins is positioned to meet customers’ needs with innovative and reliable products and systems and by delivering superior customer value, service and support. To find out more, please visit www.rockwellcollins.com.

Employing some of the most talented, dedicated people on the planet is not by chance. People from all over the globe choose Rockwell Collins as the place to build a rewarding career, while helping create and deliver communications, integration, and engineering solutions that our global customers demand so that our world keeps moving and stays connected. It’s an exciting time to become a part of our team!

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We are currently hiring a Customer Care Representative to join our Information Management Services division (formerly known as ARINC) based in New Delhi, India.

Job Responsibilities:

  • Handling incoming calls and ascertaining if the call is of a customer service or technical nature.
  • Open call and trouble tickets in ticketing system database for all incoming inquiries.
  • Process and/or forward technical problems to field technicians or on-call engineers as appropriate for resolution.
  • Track open trouble tickets to resolution. Interface with Operations Center personnel, customers, technicians and management.

Required Experience:

  • Three or more years of customer service experience.
  • Excellent customer service skills, outstanding phone skills, good typing skills, basic knowledge of MS Windows and Office applications, and ability to work in a 24×7 Operational environment
  • Fluent in English (reading, writing and speaking).
  • Familiarity with airline/airport operations, terminology and culture is preferred.
  • Strong technical skills
  • Knowledge of various software products
  • Ability to determine hardware and software problems
  • Excellent problem resolution skills
  • Experience troubleshooting desk top applications, or operating systems
  • Familiarity with industry best practices/standards: ITIL, ISO, PMP.
  • Familiarity with airline/airport operations, terminology and culture is preferred.