General Information

Req #
WD00066762
Career area:
Customer Experience
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Saturday, June 15, 2024
Working time:
Full-time
Additional Locations
* Malaysia - Kuala Lumpur - Kuala Lumpur
* Malaysia - Selangor - Petaling Jaya
* Malaysia - Melaka - Melaka

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

Description and Requirements

Summary: The Customer Experience(CX) Manager is responsible for identifying opportunities to enhance the customer experience across all touchpoints and driving impactful improvements in collaboration with cross-functional teams. This role will also handle high-level customer escalations and work to resolve complex issues to improve customer satisfaction.

Key Responsibilities

People Management

The CX manager will be responsible for leading and managing a team of 45 members that supports the Greater Asia Pacific Region. This role includes overseeing headcount planning, capacity planning, shift scheduling, and performance management.

From Customer engagement stand point below will be the key focus areas.

Customer Experience Strategy and Optimization:

  • Analyze customer feedback, usage data, and journey mapping to pinpoint pain points and opportunities for experience enhancement.
  • Partner with Technical Support, Field Service, Sales, and other teams to design and implement customer-centric solutions.
  • Develop and execute a roadmap for continuous customer experience improvements.
  • Measure the impact of experience initiatives and refine approach based on data and feedback.

Customer Escalation Management:

  • Manage the process for handling high-level customer escalations and complex issues.
  • Investigate root causes and work cross-functionally to develop effective resolutions.
  • Serve as the main point of contact for executive-level customer inquiries and complaints.
  • Identify trends in escalations and collaborate with teams to implement preventative measures.

Voice of the Customer:

  • Establish and oversee the collection of customer feedback through transactional surveys, NPS, and other channels.
  • Analyze customer data to uncover insights and identify areas for improvement.
  • Regularly communicate customer insights to stakeholders and ensure they are incorporated into decision-making.

Cross-Functional Collaboration:

  • Work closely with AP and WW teams to align on customer experience initiatives.
  • Provide customer experience training and guidance to empower employees to deliver exceptional service.

Qualification and Experience
  • Degree in IT or Business Administration or related discipline.
  • Ten-Twelve(10-12) years of relevant experience in working in contact center or support center environment leading team and in customer focal role.
  • Excellent communication and interpersonal skills.
  • Bi-lingual in Cantonese & English.

Additional Locations
* Malaysia - Kuala Lumpur - Kuala Lumpur
* Malaysia - Selangor - Petaling Jaya
* Malaysia - Melaka - Melaka
* Malaysia
* Malaysia - Kuala Lumpur , * Malaysia - Melaka , * Malaysia - Selangor
* Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Petaling Jaya , * Malaysia - Melaka - Melaka