Contact Center Representative - Level II - Service

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.

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.

• 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.

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