General Information

Req #
WD00049216
Career area:
Services
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Tuesday, March 14, 2023
Working time:
Full-time
Additional Locations: 
* Slovakia

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, we help millions—not just the select few—experience our version of a smarter future.

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

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. 
  • Analysis of financial, customer experience and operational data to identify opportunities for improvement. Development of action plans and drive to 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, such as APOS.
  • Work closely with key stakeholders such as regional service delivery managers, technical trainers, customer care and the spare parts organization.
  • Ensure continuous improvement and standardization of processes. Understanding the customer journey and ensuring customers have a great experience.

Experience & Skills:

  • At least 3 to 5 years of experience within a contact center environment, with a strong understanding of standard practices and systems.
  • Competence in written and spoken English is essential. Fluency in French, German, Italian or Turkish is an advantage.
  • Awareness & ability of communicating in a multi-cultural environment
  • Strong analytical skills (root causing, data analysis and Lean Six Sigma)
  • Strong skills 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%