Contact Center Representative - Level II

Cummins

4.3

(41)

Pune, India

Why you should apply for a job to Cummins:

  • 4.3/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 83% say women are treated fairly and equally to men
  • 85% would recommend this company to other women
  • 97% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Annual merit and profit sharing based on individual and company performance.
  • More than 150 employee resource groups (ERGs) worldwide provide opportunities for leadership training and professional development.
  • 55% of Cummins’ Executive Team, made up of leaders guiding company strategy, is made up of women.
  • #R-A82CAF9A70F4410689F2BC798483A1FA

    Position summary

    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 such experience meets applicable regulations.

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

    Experience:

    Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

    QUALIFICATIONS

    • Product & Service Information Level 1 (PSI)

    • Intermediate (familiar to proficient) understanding of Cummins products (engines, power generators, components, marine products, high horsepower products, Dodge applications, etc)

    • Intermediate (familiar to proficient) understanding of diesel engine operation, parts, and warranty support to our end users and fleet users.

    • Understanding of Logistical concepts.

    • Understanding and ability to expand on knowledge of Engine Familiarization.

    • Interpret schematic/blueprints/wiring diagrams.

    • Shift timing= Night shift = 5:30 PM-2:30 AM

    Job Service

    Organization Cummins Inc.

    Role Category Hybrid

    Job Type Office

    ReqID 2406368

    Relocation Package No

    Why you should apply for a job to Cummins:

  • 4.3/5 in overall job satisfaction
  • 4.8/5 in supportive management
  • 83% say women are treated fairly and equally to men
  • 85% would recommend this company to other women
  • 97% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Annual merit and profit sharing based on individual and company performance.
  • More than 150 employee resource groups (ERGs) worldwide provide opportunities for leadership training and professional development.
  • 55% of Cummins’ Executive Team, made up of leaders guiding company strategy, is made up of women.