Contact Center Representative - Level III

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) Resolve non-routine customer issues through an understanding of Cummins processes, systems, and practices. Escalate complex issues providing documentation through process. Understands new and existing Cummins processes, systems, practices, and delivers training to new hires. Support improvement projects intended to improve customer experiences and organizational goals. Generates and maintains knowledge content, delivers training and is considered a Subject Matter Expert or Team Leader.

Competencies:

Education, Licenses, Certifications:

Experience:

Additional Responsibilities:-

• Handle customer calls & emails for digital products support team.
• Coordinate with customers, product development, QA, and other teams to resolve technical issues promptly.
• Handle support tickets, track performance metrics, and ensure adherence to SLAs.
• Assist in developing and implementing support policies, procedures, and best practices.
• Handle escalations and provide guidance to the customers.
• Collaborate with the product team to stay updated on new features and releases.

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