Lenovo

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 organisation.

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 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.

Education/Training:

Degree or equivalent in an I.T. discipline would be preferred but not as important as a proven track record in the relevant areas of experience.

Other Requirements:

Travel would be required up to 20%

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