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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo's continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
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Description and Requirements
As an integral member of the EMEA Customer Engagement Center (CEC) team you would act as the key focal point between Lenovo and an assigned CEC vendor. You are required to interact directly with vendors and at times with customers on a daily basis. Key focus area would be ensuring operational efficiency that improves a customer's experience and achieves an overall cost-effective process.
Responsibilities:
- Overall responsibility for the management and relationship of a CEC vendor which may be located in several locations across EMEA.
- Accountable for meeting of financial, customer experience and operational KPIs through data analysis, identification of improvement opportunities and their implementation through development of action plans and their completion.
- Management of standard warranty as well as Premium Care.
- Through the analysis of data and monitoring closely the vendor KPI's develop in collaboration with the vendor action plans to ensure a balanced scorecard of KPI's.
- Ensure adherence to processes and remain audit compliant within the CEC.
- Establish a management system with the vendor and engage in monthly/quarterly business reviews.
- Support the timely implementation of strategic initiatives and projects.
- Actively drive APOS expansion in CEC
- Drive close cooperation with key stakeholders such as regional service delivery managers, technical trainers, customer care and the spare parts organization
- Actively drive cooperation with key stakeholders such as regional service delivery managers, spare parts organization and others in order to ensure that customers are regularly updated through the E2E process.
- Ensure continuous improvement and standardization of processes.
- Understanding the customer journey and ensuring customers have a great experience.
Experience & Skills:
- 3+ Years' experience within a contact center environment, with a strong understanding of standard practices and systems.
- Good communication and presentation skills.
- Team leadership experience
- Competence in written and spoken English and Turkish is essential. Fluency in French, German or Italian is an advantage.
- Awareness & ability of communicating in a multi-cultural environment.
- Analytical skills (root causing, data analysis)
- Ability to manage critical situations and work independently with clear priorities.
- Proficient in the use of Corporate Desktop Software Applications, Outlook, PowerPoint, Word, Excel.
- Travel would be required up to 20%
What Lenovo can offer you:
- An exciting job with great opportunities for success
- A good potential to grow both professionally and personally
- You will be a part of the Number 1 PC vendor in the world.
- Very nice and stimulating office environment
- Performance based rewards
You will report to SSG (Solutions & Services Group) organization structure.
SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers' stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City. We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
Additional Locations:
* Turkey