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 transparent 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 metr

📌 Specialist – CUMMINS CARE OPERATIONS (Pune)
🏢 Cummins
📍 Pune