Analyst - Cummins Care Operations

Cummins; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Cummins in Pune, India is seeking a customer support professional to assist end-users, distributors and dealers across chat, email and phone channels. This role supports a 24x7 night shift starting 4pm onwards.

You will document inquiries in Cummins systems, coordinate with product teams, monitor tickets, ensure SLA adherence and help improve processes. Prior experience in customer service is preferred.

Qualifications

• High school diploma or equivalent.
• Licensing for export controls or sanctions regulations may be required.
• Previous customer service experience preferred.

Responsibilities

• Provide routine support to customers through multiple channels (Chat/Email/Phone).
• Document customer inquiry information in Cummins systems and provide prompt assistance.
• Resolve routine issues with a basic understanding of Cummins processes and escalate non-routine issues.
• Coordinate with product development, QA and other teams to resolve technical issues promptly.
• Monitor support tickets and ensure adherence to SLA expectations.
• Train and mentor support team members to enhance skills and product knowledge.
• Prepare regular reports on support performance and customer satisfaction.
• Collaborate with the product team to stay updated on new features and releases.

Skills

Customer call platforms

Analytics tools

Interpersonal leadership

Education

High school diploma

Job description

Job Summary:

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision

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 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

• Manage day-to-day operations activities for digital products like Guidanz, Qsol , Insite, Service Plus, Salesforce, Ensuring efficient handling of customer queries and issues over via phone, emails, chats.
• Coordinate with product development, QA, and other teams to resolve technical issues promptly.
• Monitor support tickets, track performance metrics, and ensure adherence to SLA s.
• Assist in developing and implementing support policies, procedures, and best practices.
• Handle escalations and provide guidance to the team.
• Train and mentor support team members to enhance their skills and product knowledge.
• Prepare regular reports on support performance and customer satisfaction.
• Collaborate with the product team to stay updated on new features and releases.

Preferred Skills:

• Familiarity customer call platforms
• Familiarity with analytics tools
• Strong interpersonal and leadership qualities.

Shift Details:

Willing to support in rotational shift - 24x7 Operations (Primarily Night Shift starting 4pm onwards)

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.