Contact Center Representative - Level II - Service

Coordinates documents and gathers and inputs data related to assigned administrative support duties for a team, department, function, or other organizational leader/group. Performs activities under a moderate degree of supervision.

Key Responsibilities:

• Administrative Support: Conduct research, prepare statistical reports, and address routine information requests.
• Data Management: Gather, compile, and verify information, entering it accurately into documents such as reports, presentations, or forms, and office systems such as databases or spreadsheets.
• Data Collection and Reporting: Assist with data collection, data entry, and report generation on various departmental activities.
• Associate Functions: Prepare correspondence, receive visitors, arrange conference calls, and schedule meetings.
• Inquiries Handling: Respond to or redirect routine inquiries from external or internal sources about the organization/department, its activities, or processes.
• Payment Documentation: Prepare documentation for payment of vendors, suppliers, and other third parties; submit documentation and enter requests for payments into the accounting system; respond to inquiries from accounts payable and payees.
• Policy Documentation: Document and maintain departmental policies and procedures.
• Team Participation: Participate as a team member on departmental business improvement assignments and projects.
• Routine Activities: Perform other routine administrative activities as needed per the established procedures of the organization and/or department.

External Qualifications and Competencies

Qualifications:

• Education: High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.
• Licensing: This position may require licensing for compliance with export controls or sanctions regulations.

Competencies:

• Values Differences: Recognizing the value that different perspectives and cultures bring to an organization.
• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• 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.
• Ensures Accountability: Holding self and others accountable to meet commitments.
• Plans and Aligns: Planning and prioritizing work to meet commitments aligned with organizational goals.
• Data Analytics: Discovering, interpreting, and communicating qualitative and quantitative data to determine conclusions and enable data-driven business decisions.
• Data Communication and Visualization: Constructing a narrative of the business problem, root cause, solution options, and opportunities through data visualization, including reports and dashboards.

Additional Responsibilities Unique to this Position

Skills and Experience:

• Product & Service Information: Intermediate understanding of Cummins products, including engines, power generators, components, marine, and high-horsepower products. Familiarity with diesel engine operation, parts, and warranty support.
• Technical Expertise: Ability to interpret schematics, blueprints, and wiring diagrams. Proficiency in handling and analyzing data.
• Customer Support: Assistance with technical questions and diagnostics for certified Cummins repair locations. Knowledge of logistical concepts and engine familiarization.
• Stakeholder Experience: Experience dealing with US stakeholders is an added advantage.
• Shift Flexibility: Night shift availability (timings may vary as per business requirements).
• Communication Skills: Strong verbal and written communication skills.

Experience:

• Requires some work experience or intermediate-level knowledge obtained through education, training, or on-the-job experience.

Role: Customer Retention - Non Voice

Industry Type: Industrial Equipment / Machinery

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Non Voice

Education

UG: Diploma in Mechanical

PG: Any Postgraduate