Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
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, and read about the latest news via our StoryHub.
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Description and Requirements
As a Customer Experience (CX) Associate at Lenovo, you will play a crucial role in enhancing the customer experience for our EMEA services customers. Your primary responsibilities will include collecting, analyzing, and addressing customer feedback to improve service quality and resolve issues. This position requires collaboration with both internal Lenovo teams and external vendors to ensure that Lenovo services are recognized as the best in the industry.
Key Responsibilities:
- Customer Feedback Collection: Use Confirmit to survey customers through the After Service Event Survey (SES), collecting and analyzing feedback.
- Data Analysis: Analyze customer feedback using Customer Experience KPIs to identify trends and areas for improvement.
- Issue Resolution: Collaborate with Lenovo services stakeholders, including delivery, call center, and service operations teams, to address and resolve customer issues.
- Stakeholder Interaction: Conduct day-to-day meetings and discussions with internal teams and external vendors to negotiate and drive necessary improvements.
- Proactive Problem Solving: Take a proactive approach to understanding clients and processes, participating in the identification, reporting, and resolution of outliers.
- Project Collaboration: Occasionally interact with the WW CX team on EMEA projects to ensure consistency and excellence in customer experience.
Requirements:
- Experience in the computing industry is desirable, particularly in customer experience management.
- Fluent in English, additional languages are an advantage.
- Excellent communication skills, both verbal and written, with a strong customer-facing aptitude.
- Organized and methodical with a logical approach to addressing issues.
- Proficient in PC user skills for mail, database access, and data analysis using spreadsheets.
Base gross monthly salary starts from 1.750 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also variable part (a bonus) in value of 12% of your annual earnings.
What Lenovo can offer you:
- 3 sick days per year
- Additional vacation days
- 100% sick leave compensation up to 2 months per year
- A broad selection of soft and hard skills trainings and individual mentoring
- 1:1 contribution to the Third Pillar Pension System
- Home office flexibility upon team agreement
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 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:
* Slovakia