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 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.
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.
Requirements
Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.
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)
Job Service
Organization Cummins Inc.
Role Category On-site with Flexibility
Job Type Office
ReqID 2429989
Relocation Package No
100% On-Site No
Additional Information
Job Summary:
This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision
Cummins · Pune, India