Contact Center Agent

DESCRIPTION

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary:

Provide support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums.

Key Responsibilities:

Document customer interactions information within Cummins. Build a professional relationship with customers to increase loyalty in the Cummins products. Provide prompt assistance to customers through various media (phone, email, letter, Siebel, and fax). Resolve customer issues through a broad understanding of Cummins processes, systems, and practices. Escalate more complex issues providing documentation through process. Support quality improvements and response targets. Participates in continuous improvement activities. Understands contact center policies and procedures.

RESPONSIBILITIES

Competencies:

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 complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

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

Optimizes work processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

Situational adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations.

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.

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

Education, Licenses, Certifications:

Demonstrated role competence is required. College, university, or equivalent Bachelor's degree in relevant discipline is preferred.

This position may require licensing for compliance with export controls or sanctions regulations.

Experience:

Minimal relevant work experience required.

QUALIFICATIONS

Candidate should support seamless operations in customer CARE emails and calls. He / She will be assigned specific responsibilities such as client escalations, analyzing trends and improving service quality.

M anage escalations by identifying root causes, providing immediate solutions and implementing preventive measures.

Experience with tools like Salesforce, Genesys, Jabber, Finese and Power BI for tracking call metrics and customer data analysis will be added advantage.

Note: The individual should be flexible to work in different shifts starting at 5PM & 8PM as well. The schedule rotates between start time of 5PM and 8PM.

Keys Skills

• Strong communication and active listening skills.
• Analytical abilities to assess call data and customer feedback.
• Problem-solving skills for resolving customer issues efficiently.
• Time management and multitasking in high-pressure environments.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Exempt - Experienced

ReqID 2408790

Relocation Package No