Logo of Huzzle

Contact Center Agent

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    Data
  • Pune

AI generated summary

  • You need a relevant degree or experience, strong written communication skills, customer service background, and knowledge of ERP systems for order management. Minimal experience is acceptable.
  • You will analyze performance data, support process improvements, manage project components, report on metrics, monitor call distribution, and identify trends for management review.

Requirements

  • College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required
  • This position may require licensing for compliance with export controls or sanctions regulations.
  • Minimal relevant work experience required.
  • Assistance with order information related to the sale of all aftermarket products including but not limited to: parts availability, pricing, order entry, order status, invoice information, etc…
  • Strong written communication skills and customer service experience
  • Knowledge of how to leverage ERP systems to handle order management activities
  • Capable of navigating multiple systems to locate information needed to provide quotes/pricing/parts availability information, etc…
  • Capability to communicate across distribution functions and nodes to aid in order management activities to handle customer requests

Responsibilities

  • As a member of the Contact Center team, provides data and analysis of activities, performance, and issues for Supervisor and Manager review; monitors Automatic Call Distribution System and develops reports and analysis.
  • Participates in continuous improvement activities; provides data to support changing and improving processes in line with changing customer expectations/organizational goals; may act as project coordinator for complete projects, or project manage a portion of a larger project.
  • Understands existing and new Contact Center policies and procedures; develops methods for collecting and reporting data to support Contact Center metrics and decision making; reports on customer satisfaction metrics; assists with workforce management with call volume and staffing level analyses.
  • Identifies trends and suggests causes and solutions for review by Supervisors and Managers.

FAQs

What is the primary role of a Contact Center Agent?

The primary role of a Contact Center Agent is to provide data and analysis of Customer Support activities, performance, and issues for Supervisors and Managers, while also monitoring the Automatic Call Distribution System and developing reports.

What qualifications are required for this position?

A college, university, or equivalent degree in a relevant discipline or relevant experience equivalent is required for this position.

How much experience is minimally required for the Contact Center Agent role?

Minimal relevant work experience is required for the Contact Center Agent position.

What skills are important for a Contact Center Agent?

Important skills include strong written communication skills, customer service experience, and the ability to leverage ERP systems for order management activities.

Is there potential for career development in this role?

Yes, there is potential for career development through participation in continuous improvement activities and acting as a project coordinator for various projects.

Are there specific software systems that Contact Center Agents need to be familiar with?

Yes, Contact Center Agents should be capable of navigating multiple systems, including ERP systems, to locate information needed for order management activities.

What type of work environment can candidates expect?

Candidates can expect a hybrid work environment, combining both in-office and remote work.

Will the position require any specific licensing?

Yes, this position may require licensing for compliance with export controls or sanctions regulations.

What competencies are essential for success in this role?

Essential competencies include collaboration, effective communication, customer focus, managing complexity, conflict management, optimizing work processes, situational adaptability, and valuing differences.

Is there a relocation package available for this position?

Yes, there is a relocation package offered for this position.

Automotive
Industry
10,001+
Employees
1919
Founded Year

Mission & Purpose

At Cummins, we empower everyone to grow their careers through meaningful work, building inclusive and equitable teams, coaching, development and opportunities to make a difference. Across our entire organization, you'll find engineers, developers, and technicians who are innovating, designing, testing, and building. You'll also find accountants, marketers, as well as manufacturing, quality and supply chain specialists who are working with technology that's just as innovative and advanced. From your first day at Cummins, we’re focused on understanding your talents, current skills and future goals – and creating a plan to get you there. Your journey begins with planning your development and connecting to diverse experiences designed to spur innovation. From our internships to our senior leadership roles, we attract, hire and reward the best and brightest from around the world and look to them for new ideas and fresh perspectives.