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Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world's largest PC company by further expanding into growth areas that fuel the advancement of 'New IT' technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.
This transformation together with Lenovo's world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com.
Description and RequirementsPosition Description At Lenovo, we are focused on a bold vision to deliver smarter technology for all, developing world-changing technologies that create a more inclusive, trustworthy, and sustainable digital society. By designing, engineering, and building the world's most complete portfolio of smart devices and infrastructure, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!
We're looking for a Customer Care Case Rep. within the Solution and Services Group (SSG) at Lenovo. The ideal candidate will have strong technical skills, complex problem-solving collaboration skills, as well as outstanding customer support and professional communication skills essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents.
This position interfaces directly with Lenovo customers to negotiate and resolve complaint escalations regarding technical support, product quality, sales experience, fulfillment delays, etc. The ideal candidate will have a proven record demonstrating competency at handling customer concerns at all levels with diplomacy, urgency, and empathy. Additionally, the ability to interact with customers via telephone and email while displaying a high degree of professionalism is essential for success in this role.
Job Responsibilities Multitasking and handling several customer complaints throughout all stages at the same timeDetermining complaint resolutions and executing on those solutions to provide the customer with a great experienceWorking in a fast-paced environment and managing multiple cases throughout the workdayDriving E2E improvement of processes with focus on SLAs, quality, and cost savingTracking and recording all case history in case management tool with correct dataPosition Requirements 3+ years of experience dealing with customer product quality resolution in a high-tech industry2+ years of experience in customer care providing customer-facing skills (phone and email)1+ years of experience solving issues related to PC technologyProfessional interpersonal communication and customer service skills to successfully assist customers in a fast-paced environmentPreferred Qualifications Experience with and/or knowledge of Lenovo PC products to include technical problem determination/recognitionTechnical Support experienceAbility to work independently and as part of a teamAbility to create positive customer interactions regardless of negotiation outcomes to ensure ongoing customer satisfaction and brand loyaltyIf you require an accommodation to complete this application, please contact ******.
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