Contact Center Representative - Level II

Description

Key Responsibilities:

• Document customer inquiry information within appropriate Cummins systems.
• Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone).
• Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices. L1 Support.
• Escalate non-routine issues, providing documentation through process.
• Understands new and existing Cummins processes, systems and practices.
• Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient.
• This job is predominantly related to Customer Care / Contact Center where we receive calls related to Complaints , Enquiries , Information , routine requests i.e. Maintenance.There are 4 touch points dedicated Toll-free , Email id , Chat , PCC (Power command cloud – monitoring Customer engines at a real-time and control of power systems.
• Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to Customers through various media. Resolves routine Customer issues through a basic understanding of Cummins processes, systems and practices Escalates non-routine issues, providing documentation through process Contributes ideas and suggestions on how the existing processes can be made more Customer centric or efficient Learns existing and new Cummins processes, systems and practices.
• Closing the loop with Customer and updating in CDOS regularly.
• To provide information on nation-wide authorized dealership, parts depot and service support network.
• Follow up with field offices and process owners for resolution, collecting feedback and proof of closure, updating status in system, providing answer to Customer query and sales enquires and follow ups with concerned business units for the closure of issue to satisfy Customer requirements.
• To assist Customer for queries like correct part numbers, Engine Build Up Record, information on genuine spares & dispatch details of the parts etc. for All Cummins Products.
• Support dealership and field service team 24 X 7 as and when required.
• Training & Literature - To provide information on training program , published literature & cut models for Cummins engine, yearly training schedule.. etc.
• Customer Relation – To receive complaints and suggestions on improvement of product and services for continuous improvement.
  
  

Responsibilities

Competencies:

Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.

Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Customer focus - Building strong customer relationships and delivering customer-centric solutions.

Manages conflict - Handling conflict situations effectively, with a minimum of noise.

Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Service Capability, Capacity and Coverage - Applies the Service Capability, Capacity and Coverage process to understand customer expectations, business priorities, and where products are operating to provide capable and consistent service through available parts, information, tools, and qualified technicians according to published standards; analyzes service capability metrics to identify, prioritize and resolve channel development opportunities within the service network.

Service Documentation - Creates and verifies customer, equipment and technical information; captures specific data using required service tools; follows procedures and documents required information in the service management system in order to have an accurate record of the work done.

Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information; interprets the warranty administration manual to determine eligibility for coverage and claim requirements; identifies items associated with repair that can be covered and communicates to stakeholders; files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement.

Values differences - Recognizing the value that different perspectives and cultures bring to an organization.

Education, Licenses, Certifications

High school diploma or certificate of completion of secondary education or equivalent experience to the extent

• B-com, Science Graduate , BE , Engineering Diploma. Experience: Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.
  
  

Qualifications

Skills Required:-

• Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise. Building strong customer relationships and delivering customer-centric solutions.
• Minimal relevant work experience required. 3 to 5 years (Should be willing to work in Night Shifts 10:00 PM to 7:00 AM and Afternoon shift 01:00 PM to 10:00 PM. Also should be willing to work on Saturday and Sunday). 2 week offs will be provided in a week between Mon to Sun.
• Previous customer service or support experience is preferred.