Contact Center Representative - Level III

Description

HYBRID ROLE

The Customer Support Excellence (CSE) Associate provides multi-channel support (phone, email, chat) to customers including end-users, dealers, and distributors. This role ensures prompt and accurate resolution of customer inquiries related to products and services, contributes to process improvement initiatives, supports technical coordination across cross-functional teams, and helps maintain high service quality and customer satisfaction. The role operates with limited supervision and may serve as a Subject Matter Expert (SME) or team lead on specific processes.

Key Responsibilities

Customer Support and Communication

• Provide customer assistance via toll-free numbers, emails, chat, and remote monitoring tools (e.g., PCC – Power Command Cloud).
• Resolve customer issues, inquiries, and service requests (routine and non-routine) across all Cummins products and services.
• Document interactions and resolutions in Cummins systems (e.g., CDOS, Optimus).
• Close the communication loop with customers and ensure updates are logged regularly.
  
  

Process and System Management

• Escalate complex issues to internal teams with proper documentation and follow-up.
• Maintain dashboards and system reports on daily/weekly/monthly basis.
• Update SOPs and documentation for frequently occurring issues.
  
  

Coordination and Collaboration

• Interface with Field Service Engineers, Sales, Product Support, and other internal teams for faster resolution.
• Provide status updates and feedback to stakeholders and collect customer feedback for continuous improvement.
• Assist customers with part identification, order details, warranty, and service support information.
  
  

Training, Knowledge Management, and SME Role

• Contribute to internal knowledge base and help onboard/train new team members.
• Provide accurate product and service literature, training program details, and support learning initiatives.
• Identify trends and gaps to support process enhancements.
  
  

Responsibilities

Competencies

• Customer Focus – Building strong relationships and delivering customer-centric solutions.
• Communicates Effectively – Adapting communication styles for different audiences.
• Collaborates – Working across boundaries to achieve shared goals.
• Action Oriented – Taking initiative with high energy and urgency.
• Directs Work – Delegating and removing obstacles to meet objectives.
• Manages Complexity & Conflict – Solving complex problems while minimizing disruptions.
• Values Differences – Embracing diversity and different perspectives.
  
  

Technical/Functional Competencies

• Service Information Process
• Warranty Process Knowledge
• Service Documentation & Capability Management
  
  

Education, Certifications, and Licensing

• Required :
• High School Diploma or Secondary Education Completion Certificate.
• Preferred :
• Bachelor’s degree in commerce, Science, Engineering, or Diploma in Engineering.
• Other :
• May require compliance with export controls or licensing regulations depending on location.
  
  

Qualifications

Skills and Experience

• 3 to 5 years of customer service/support experience (preferably in a technical/engineering context).
• Basic field service knowledge: intermediate understanding of engine products is desirable.
• Proficient in multi-channel communication (email, chat, phone).
• Strong MS Office and dashboard/reporting tools skills.
• Experience working in rotational shifts (Morning: 7 AM to 4 PM; Afternoon: 1 PM to 10 PM).
• Experience handling escalation processes and interfacing with multiple stakeholders.
  
  

Shift and Work Environment

• This role requires flexibility to work in rotational shifts.
• May involve occasional 24x7 support for critical service incidents or dealership assistance.
  
  

Additional Notes (For Internal Use)

• This position contributes to the Customer Support Excellence team goals.
• Responsibilities include RCA participation, Optimus system management, and collaboration on continuous improvement projects.
• Candidates must demonstrate ownership of customer queries from initiation to closure.