Lenovo

As a Customer Care Case Manager (CM), you will be responsible for managing service-related issues from start to finish. This role requires direct interaction with external customers via phone and email, as well as internal coordination to negotiate and resolve claims in a timely manner. The CM ensures ongoing customer satisfaction by addressing escalated cases with urgency and professionalism.

This vital role involves collaboration with cross-functional business partners across Lenovo International, with a primary focus on customer satisfaction and achieving key performance indicators (KPIs) within the program.

Key Responsibilities:

• Manage service-related issues from initiation to resolution, ensuring a seamless customer experience.

• Interface with external customers and internal teams to negotiate and resolve claims efficiently.

• Address escalated cases with a sense of urgency and professionalism.

• Engage with cross-functional business partners to ensure effective problem resolution.

• Focus on achieving KPIs related to customer satisfaction and resolution timelines.

• Drive fast and satisfactory resolutions, contributing to overall client satisfaction scores (OSAT).

• Identify and address process inefficiencies in a constructive manner.

• Manage complex situations involving multiple stakeholders.

Key Requirements:

• Degree or equivalent business experience.

• Experience in customer-facing roles is required; experience in the tech industry is desirable.

• Exceptional customer service skills with a strong focus on customer satisfaction.

• Highly motivated, enthusiastic, and a strong team player.

• Strong problem-solving skills, particularly for escalated and sensitive cases, including those from social media, executive escalations, and legal teams.

• Excellent communication skills, both written and verbal and ability to interact professionally with customers.

• Organized and methodical approach with adherence to best practices in issue resolution.

• Fluent English is mandatory; additionally, professional-level language skills in French, Spanish or Italian are highly desirable.