Lenovo

Customer Service Representative for eCommerce route for Latin American Spanish countries will be responsible for effectively communicating with customers post sales by receiving inbound interactions via voice, chat, and/or email assisting customers online order inquiries, processing order requests order cancellations, returns, and resolving other issues that arise as well as perform other duties as assigned. The goal is to provide exceptional customer experience on every interaction.  

Representatives will accurately log interactions with customers including reasons for customer’s interaction and actions/resolutions provided by rep. They will create and maintain follow-ups with customers to provide the best customer experience. Identify issues that need escalation and passes on to the appropriate person. Make attempts to save the sale on inbound/outbound interactions. Have the ability to professionally communicate with internal and external customers. In addition, agents should feel empowered to recommend improvements or changes to internal processes to meet or exceed goals and achieve the highest level of customer satisfaction and meet attendance and punctuality standards. Customer enquiry engagement, logging interaction activity as required to support Lenovo process in Lenovo’s Customer Resource Management (CRM) solution (Dynamics 365), disposition management (i.e., online, or offline internal follow-up to resolve customer enquires as required) 
 

Minimum Education (Bachelor, Master): High School Degree any studies related to PC/technology 

Minimum Experience: Two years working in customer facing areas.  Customer Support experience 

Area of Expertise: IT related experience to be able to recommend PC products 

Required Licenses/Certifications: Intermediate English level, Intermediate Excel Skills.