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Analyst - Cummins CARE Operations at CUMMINGS INC

Pune, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

02 Mar, 26

Salary

0.0

Posted On

02 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Documentation, Issue Resolution, Collaboration, Service Improvement, Training, Mentoring, Customer Insights, Performance Metrics, Process Improvement, Communication, Problem Solving, Technical Knowledge, Service Standards, Subscription Operations, Quality Assurance

Industry

Motor Vehicle Manufacturing

Description

Job Summary This role provides routine operational and customer support to Cummins end-users, distributors, and dealers through multiple communication channels with limited supervision. The Analyst ensures timely resolution of inquiries, accurate documentation, and adherence to service standards. The role also supports subscription operations for Cummins-owned products, coordinating with internal teams to drive issue resolution, service improvements, and customer satisfaction. Key Responsibilities Provide prompt customer assistance across phone, email, and chat channels. Document customer inquiries and actions with accuracy in Cummins systems. Resolve routine customer issues using established Cummins processes and practices. Escalate non-routine or complex issues with complete supporting documentation. Monitor support tickets to ensure service level agreements (SLAs) are met. Collaborate with Product Development, Quality Assurance, and other teams for issue resolution. Develop and implement best practices for service operations and customer care. Train and mentor support team members to build product and process expertise. Analyze customer insights, feedback trends, and performance metrics to enhance service quality. Identify opportunities to improve processes, efficiency, and customer centricity. Maintain updated knowledge on new features, systems, services, and tools.

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Responsibilities

The Analyst provides operational and customer support to Cummins end-users, ensuring timely resolution of inquiries and accurate documentation. They also collaborate with internal teams to drive issue resolution and enhance customer satisfaction.