Why Work at Lenovo
Description and Requirements
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.
Native Turkish and fluent English is a must
What Can We Offer?
- Medical Insurance Plan
- Life Insurance
- Meal Vouchers
- Transportation Allowance
- Employee Referral Bonus
- Children of Lenovo Employees Scholarship Program
- Employee Assistance Program, e.g., for health, legal & financial consultancy
- Internal E-learning Development Platform Available for Employees
Join us today and be part of a dynamic team that values innovation, collaboration, and customer excellence!