General Information

Req #
Career area:
United States of America
North Carolina
Monday, February 14, 2022
Working time:
Additional Locations: 
* Morrisville - North Carolina - United States of America

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

We’re a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. 

The one thing that’s missing? Well… you...

Description and Requirements

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, we are 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 Manager within the Solution and Services Group (SSG) at Lenovo. The Ideal candidate will have strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are 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

  • Resolving customers complaint escalations regarding technical support, product quality, sales experience, fulfilment delays, etc.
  • Multitasking and handling several customer complaints throughout all stages at the same time
  • Determining complaint resolutions and executing on those solutions to provide the customer with a great experience
  • Working in a fast-paced environment and working through multiple cases throughout the workday
  • Driving E2E improvement of processes with focus on SLAs, quality, and cost saving
  • Tracking and recording all case history in case management tool with correct data

Position Requirements

·         3+ years of experience dealing with customer product quality resolution in a high-tech industry

  • 2+ years of experience of customer care experience proving customer facing skills (phone and email
  • 1+ years of experience solving issues related to PC technology
  • Professional interpersonal communication and customer service skills to be able to successfully assist customers in a fast-paced enviorment

Preferred Qualifications

  • Experience with and/or knowledge of Lenovo PC products to include technical problem determination / recognition
  • Technical Support expereince
  • Ability to work independently and as part of a team
  • Ability to create positive customer interactions regardless of negotiation outcomes to ensure ongoing customer satisfaction and brand loyalty

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, status as a veteran, and basis of disability or any federal, state, or local protected class.

Lenovo adopted a COVID-19 Vaccination Policy for US-based employees. As a condition of employment, employees must adhere to Lenovo’s US Vaccination Policy and be fully vaccinated against COVID-19, subject to any applicable accommodations. To be fully vaccinated means individuals must receive the full series of a vaccine either approved by the FDA or WHO and listed by the CDC (e.g. two dose of the Moderna, AstraZeneca or Pfizer-BioNTech vaccines; or one dose of the Johnson & Johnson vaccine). This applies to all US-based employees, contractors and interns, regardless of work location. As a condition of employment, you must provide proof that you are fully vaccinated or follow Lenovo’s accommodation process.

* Morrisville - North Carolina - United States of America