• Handle incoming customer calls for airline business.
• Provide complete flight booking details and issue flight ticket orders, by using ticketing system (Worldspan).
• Determines charges for services requested, collect payments via credit / debit card.
• Refers unresolved customer grievances to designated departments for further investigation.
• Resolves customer’s service or billing complaints by performing activities such as refunding money, and adjusting bills.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Gathers information regarding customer needs, trends developing and other data which may be of interest to Marketing and Sales departments - feeds it back to the Manager through Team Leaders.
• Meet the monthly ( Revenue, calls & quality ) targets to reach the max level of punctuality & productivity.

• Handle incoming or outgoing customer calls for our airline business and also handle account inquiries, customer complaints and Issuing new tickets & reissuing tickets,
• Receiving calls from customers, potential customers, suppliers, agents and other making enquiries regarding the services and products of Korean Air such as Skypass.
• Advise passengers on how to enroll for new Skypass membership by login-in to www.koreanair.com.
• Provide complete flight booking details, prepare change of details, and issue flight ticket orders, by using Korean Air ticketing system (AMADEUS-TOPAS).
• Confers with customers by telephone in order to provide information about products and services, to take orders or cancel reservations/accounts, or to obtain details of complaints.
• Determines charges for services requested, collect payments via credit card.
• Refers unresolved customer grievances to designated departments for further investigation.
• Resolves customer’s service or billing complaints by performing activities such as refunding money, and adjusting bills. Seeks approval of the Team Leader where applicable.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Gathers information regarding customer needs, trends developing and other data which may be of interest to Marketing and Sales departments - feeds it back to the Call Centre Manager through Team Leaders.
• Meet the monthly ( Revenue, calls & quality ) targets to reach the max level of punctuality & productivity.

• Support and maintenance of all company computer, printer, and peripheral equipment. configured, installed, monitored and maintained IT users’ desktop software and hardware both for on site and mobile workforce.
• Escalated issues as needed and maintained communication with customer and Technical teams.
• Documenting solutions to problems and developing end-user guidelines.
• Work on one or more projects concurrently as a project team member.
• General word processing, document filing, copying, faxing
• Dealing with incoming and outgoing calls and mails
• Ordering of all kind of technical computer, printer and other related accessories.

• Troubleshooting and provided Software/Systems support for Ericsson India office.
• Troubleshooting any issues relate with computer systems, applications or etc.
• Checking emails for updates in Microsoft Outlook.
• Create tickets on ITSM (Remedy) of each and every single call attended as well emails.
• Report to the senior level at the end of every week.
• Provided phone support whenever possible. Approximately 15% of the time.
• Second level support to internal Help Desk to resolve user concerns with specific applications including Windows 95 & Microsoft Office etc.

• Checking the error details for those who are not able to connect and browse internet.
• Troubleshooting network connectivity and user access issues via Citrix.
• Configuring the modem, router and even bridge settings to provide stable/fast connectivity of internet at client(s) home or office usage.
• Checking emails on daily routine bases to keep updating the database for preparing Invoices, Delivery Orders and Quotations to the customer(s).