General Information

Req #
WD00038015
Career area:
Services
Country/Region:
India
State:
Karnataka
City:
BANGALORE
Date:
Tuesday, August 9, 2022
Working time:
Full-time
Additional Locations: 
* BANGALORE - Karnataka - India

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology that builds a brighter, more sustainable and inclusive future for our customers, colleagues, communities, and the planet.

And we go big. No, not big—huge.

We’re not just a US$70 billion revenue Fortune Global 500 company, we’re one of Fortune’s Most Admired. We’re transforming the world through intelligent transformation, offering the world’s most complete portfolio of smart devices, infrastructure, and solutions. With more than 71,500 employees doing business in 180 markets, 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

Lenovo (HKSE: 992) (ADR: LNVGY) is a US$60 billion revenue Fortune Global 500 company serving customers in 180 markets around the world. Focused on a bold vision to deliver smarter technology for all, we are developing world-changing technologies that power (through devices and infrastructure) and empower (through solutions, services and software) millions of customers every day and together create a more inclusive, trustworthy and sustainable digital society for everyone, everywhere. To find out more visit https://www.lenovo.com,and read about the latest news via our StoryHub.

  • Elaboration and implementation of strategies for the development of the Premier Contact Center & Services
  • Ensuring efficient and effective human resources services.
  • Ensuring efficient logistical services, including office procurement.
  • Information and communication management.
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused on that mission.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyze statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents, support functions and nurture an environment where they can excel through encouragement and empowerment.
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Run a strong BMS with service business organization
  • Cost ownership of tower 1 expense
  • Drive KPI target with team through regular BMS. Plan and update through MBR & QBR
  • Drive productivity and support region forecasting for quarterly HC approvals and future STAMP
  • Work closely with Geo team to leverage and WIN
  • Involve team with WW/Geo projects for service delivery differentiation
  • Responsible to support all SSG Tower 1 services including Premier Support, Support Services, Protection, Billables, Config, Deployment and ARS

* BANGALORE - Karnataka - India