Customer Service Representative

4 weeks ago

Swan Hill, Victoria, Australia Cummins Full time
Job Overview

Cummins is seeking a skilled Customer Service Representative to join our team. As a key member of our service team, you will play a critical role in providing exceptional customer experiences and ensuring the timely resolution of customer inquiries.

Job Description

In this role, you will be responsible for:

  • Documenting customer inquiry information within our systems, ensuring accuracy and completeness
  • Providing prompt assistance to customers through various communication channels, including chat, email, and phone
  • Processing incoming customer queries and providing updates on the status of their issues
  • Resolving routine customer issues by applying your knowledge of Cummins processes, systems, and practices
  • Escalating non-routine issues to the relevant teams, while documenting the process
  • Staying up-to-date with new and existing Cummins processes, systems, and practices
  • Contributing ideas on how to improve our processes and make them more customer-centric

Please note that shift times are 07:56 – 16:30.

Key Responsibilities
  • Communicate effectively with customers, colleagues, and stakeholders, using clear and concise language
  • Built strong relationships with customers, understanding their needs and delivering solutions
  • Manage conflict situations effectively, minimizing noise and finding resolutions
  • Apply Service Capability, Capacity and Coverage principles to ensure consistent service delivery
  • Create and verify customer information, capturing data using required tools and following procedures
  • Analyze customer issues to identify root causes and determine warranty eligibility
Requirements
  • Mechanical trades qualification or automotive technician experience (Light Vehicle, Heavy Vehicle, Engine Recon, Mobile Plant) is preferred
  • Relevant background as a service advisor in a similar industry is highly regarded
  • Strong customer relationships skills and ability to deliver customer-centric solutions
  • Prioritize conflicting tasks and experience in conflict resolution
  • High computer literacy and technical aptitude, with system savvy
  • Accounting/Financial experience is an added bonus
Salary

The estimated salary for this position is £40,000 - £55,000 per annum, depending on experience.

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