Analyst - Cummins CARE Operations
2 days ago
Job Summary
The Analyst – Cummins CARE Operations provides multi-channel support (phone, email, chat) to end-users, distributors, and dealers, ensuring efficient resolution of customer queries and accurate documentation in Cummins systems. The role involves managing subscription operations for Cummins-owned products, coordinating with cross-functional teams, monitoring support performance, and contributing to continuous process improvement. Analysts are also expected to mentor team members, manage escalations, and support the development of policies and best practices that enhance the customer experience.
Key Responsibilities
- Provide prompt assistance to customers via phone, email, and chat, documenting all interactions in Cummins systems.
- Resolve routine issues using Cummins processes and practices; escalate non-routine issues with appropriate documentation.
- Manage day-to-day operations of subscription and product support systems (e.g., QSOL, Salesforce, Genesys, Omnichannel).
- Monitor support tickets, track KPIs/SLAs, and ensure adherence to service standards.
- Coordinate with product development, QA, and other teams to resolve technical issues effectively.
- Contribute ideas to improve service efficiency, customer experience, and operational processes.
- Handle escalations and provide guidance to ensure timely resolution of customer concerns.
- Assist in developing and implementing support policies, procedures, and best practices.
- Train and mentor support team members to enhance skills, product knowledge, and service delivery.
- Analyze customer feedback and support trends to recommend improvements to products and services.
- Collaborate with internal teams to stay updated on new features, releases, and service updates.
- Prepare and present regular reports on performance, customer satisfaction, and operational metrics.
-
Analyst - Cummins CARE Operations
2 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob SummaryThe Analyst – Cummins CARE provides multi-channel customer support (phone, email, and chat) to end-users, distributors, and dealers, ensuring timely issue resolution and accurate documentation. The role involves resolving routine inquiries using Cummins processes and systems, escalating non-routine cases, and identifying opportunities to improve...
-
Analyst - Cummins CARE Operations
7 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 6,00,000 - ₹ 10,00,000 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. This role ensures timely resolution of customer inquiries, accurate documentation of interactions, and collaboration with internal teams to improve customer experience. The position...
-
Analyst - Cummins CARE Operations
6 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. The role ensures accurate documentation of inquiries, prompt resolution of routine issues, and escalation of non-routine issues. This position also contributes ideas for process...
-
Analyst - Cummins CARE Operations
6 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers, including end-users, distributors, and dealers—through multiple communication channels. This role ensures accurate documentation of interactions, timely resolution of routine inquiries, escalation of non-routine issues, and contribution to process improvement...
-
Analyst - Cummins CARE Operations
6 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. The role ensures timely resolution of routine inquiries, accurate documentation of interactions, escalation of non-routine issues, and contribution to process improvements. This...
-
Analyst - Cummins CARE Operations
7 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 6,00,000 - ₹ 8,00,000 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. The role ensures timely resolution of routine inquiries, accurate documentation of interactions, escalation of non-routine issues, and contribution to process improvements. This...
-
Analyst - Cummins CARE Operations
2 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—through multiple communication channels. This role ensures accurate documentation of customer interactions, timely resolution of routine inquiries, escalation of non-routine issues, and contribution to process improvement...
-
Analyst - Cummins CARE Operations
15 hours ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 1,04,000 - ₹ 1,30,878 per yearJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. The role ensures accurate documentation of customer interactions, prompt resolution of routine inquiries, escalation of non-routine issues, and contribution to process improvement...
-
Analyst - CARE Operations
2 days ago
Pune, Maharashtra, India Cummins Full time ₹ 1,04,000 - ₹ 1,30,878 per yearDESCRIPTIONJob SummaryThe Analyst in Cummins CARE Operations provides routine support to customers—including end-users, distributors, and dealers—across multiple communication channels. This role ensures timely resolution of customer inquiries, accurate documentation of interactions, and collaboration with internal teams to improve customer experience....
-
Analyst- Cummins Care Operations
2 days ago
Pune, Maharashtra, India Cummins Talent Acquisition Full time ₹ 15,00,000 - ₹ 28,00,000 per yearThis role provides end-to-end support for technical service events, including customer communication, work order processing, scheduling, and invoicing. The coordinator works closely with service teams and global stakeholders to ensure timely and accurate execution of service operations. The position requires strong problem-solving skills, comfort with IT...
