General Information

Req #
Career area:
Bratislavský kraj
Wednesday, June 23, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. 

And we go big. No, not big—huge.

We’re not just a Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re in 180 markets, working with 63,000 brilliant colleagues and counting. And we’re known for the world’s most complete portfolio of smart technology, from devices to software to infrastructure.

With our ingenuity, we help millions—not just the select few—experience our version of a smarter future. 

The one thing that’s missing? Well… you...

Description and Requirements

We are Lenovo! 
Currently the number one PC vendor worldwide, we continue to be the fastest growing company in our respective field. We’re a leader in genuine innovation, dreaming up - and building - the technology and services that enable and inspire progress around the world.

We are dedicated to fostering an environment that encourages entrepreneurism and ownership a workplace where your talents can be challenged, and your efforts recognized and rewarded. We’re the progressive thinkers, creative doers and endless tinkerers who will always challenge the traditional and who know true groundbreakers never stand still. No matter what team you’re a part of, joining us you can create real impact.
Come & join our international team.

Position will support our customer care team, reporting to Customer Care Manager.

These are your detailed responsibilities:
• Customer Care Team Leader will be responsible to lead the customer care team into delivering the best in class support to Lenovo’s customers.
• The role will focus on driving proactive complaint case management, ensuring the necessary process changes implementation and continuous improvement.
• This role will be responsible for ensuring internal key performance indicators are met, focusing on CSAT and solution implementation.
• Manage overall Customer Care Team performance, focusing on key KPI’s (Customer Satisfaction, Time to Implement) and ensure optimal time to solution delivered.
• Manage Customer Care workload ensuring incoming cases are timely assigned according to team availability and specifics.
• Drive Proactive case management implementation within EMEA Customer Care by reviewing & aligning processes with respective departments and looking for process optimization opportunities.
• Ensure that escalations are being handled on time and effectively, containing an action plan per each escalation. Investigate and understand the root causes of escalations and complaints in order to reduce them.
• Run performance reviews, address performance issues with team members. Actively contribute and support management and team Serve as escalation point for the team for both internal and external queries.
• Drive understanding, cooperation and collaboration among the teams and functions. Lead by example, be a role model to the team.

Position Requirements:
• Previous experience in Team Leading Position or equivalent (min.+2 years)
• Experience in leading/collaborating multi-cultural teams, located in multiple locations
• Excellent communication, team and people skills
• Advanced knowledge in Excel and reporting
• Fluent English language skills (spoken & written)
• Highly motivated individual
• Ability to work to deadlines and prioritize
• Adaptable and flexible to a changing work environment
• Organized and methodical person with logical approach in addressing issues

Base gross monthly salary from minimum 1500 EUR and above, depending on experience + variable part 12% of your annual earnings

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 / hard skills trainings and individual mentoring
• Employer contribution to the Third Pillar Pension System

We are looking forward to discussing this position with you soon!
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.