Customer Solutions Analyst - Multichannel Support

Cummins Inc; Saddar; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

Cummins Inc. seeks a customer support specialist to assist end-users, distributors, and dealers across chat, email, and phone channels. You will document inquiries, provide timely responses, and resolve routine issues using Cummins processes.

The role emphasizes collaboration, strong communication, and a focus on customer satisfaction, with opportunities to suggest improvements to service delivery and efficiency.

Qualifications

• Bachelor's degree or higher in a related field.
• 2+ years of customer service or call center management experience preferred.
• Excellent communication, problem-solving and conflict resolution abilities.
• Proficiency with ERP tools, Excel and Power BI; data analysis skills.

Responsibilities

• Document customer inquiry information in Cummins systems.
• Provide prompt support via chat, email, and phone.
• Resolve routine issues leveraging Cummins processes and tools.
• Escalate non-routine issues with documentation and proper routing.
• Contribute ideas to improve customer-centricity and efficiency.

Skills

Customer-centric

Strategic thinking

Communication

Organizational skills

Adaptability

Problem solving

Conflict management

Education

Bachelor's degree in Management or related field

Tools

ERP tools

Microsoft Excel

Power BI

Job description

Cummins Inc. seeks a customer support specialist to assist end-users, distributors, and dealers across chat, email, and phone channels. You will document inquiries, provide timely responses, and resolve routine issues using Cummins processes.

The role emphasizes collaboration, strong communication, and a focus on customer satisfaction, with opportunities to suggest improvements to service delivery and efficiency.