General Information

Req #
WD00019700
Career area:
Services
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Monday, December 20, 2021
Working time:
Full-time
Additional Locations: 

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 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. 

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

Description and Requirements

This is a role within Lenovo’s Premier Support team. 

In this role, you will be processing Premier support customers’ complaints related to whole unit replacements and/or refunds. You will be answering and resolving customer concerns by clarifying issues including researching and exploring answers and alternative solutions, and you will be implementing solutions, and escalating unresolved problems with Technical Account managers.

In this role, you will be based in our Bratislava office and directly reporting to Technical Support Manager.


Responsibilities:

WUR/Refund support:

  • Follow established departmental procedures and guidelines as well as quality assurance standards to drive positive outcomes to ensure customer satisfaction.
  • Respond within official SLAs on any customer query, take actions to resolve the issue, and any necessary follow-up to be conducted.
  • Acts as a liaison between Premier support customers and Lenovo Premier support centers in EMEA to enhance the overall customer experience.
  • Provide a superior customer experience while driving customer loyalty.
  • Protect Premier Support's reputation and Lenovo's reputation as a 1st Class supplier of Services.
  • Drive E2E improvement of processes with a focus on SLAs, quality, and cost-saving.
  • Track & record all case history in the MSD tool with correct data.

Customer Experience support:

  • Monitor CX performance against agreed Key Performance Indicators (KPIs) and drive a continuous improvement mindset.
  • Use an internal reporting system (PBI) to extract customer feedback-related data and update EMEA Premier CX results for team BMS reporting. Highlight deviations from target and positive/negative trends.
  • Support EMEA Premier team with updating Customer Close loop process with current status. Highlight backlog issues and main Root causes of customer dissatisfaction.
  • Raise red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.

 Position Requirements:

  • Strong written and verbal customer contact experience
  • Able to handle a high volume of orders while maintaining our accuracy and efficiency standards
  • Strong bilingual verbal and written communication skills
  • Possesses the ability to communicate effectively over the phone and via mail
  • Exhibits self-motivation, the ability to multitask and pay close attention to small details
  • Can think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
  • Displays the ability to work in a collaborative and team-oriented environment
  • Experience with and/or knowledge of Lenovo PC products to include technical problem determination/recognition
  • Ability to create positive customer interactions regardless of negotiation outcomes to ensure ongoing customer satisfaction and brand loyalty
  • Microsoft Excel on an advanced level and good analytical thinking

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 training and individual mentoring
  • Employer contribution to the Third Pillar Pension System


Base gross monthly salary starts from 1600 EUR depending on experience. The variable part (bonus) is 12%.


Want to hear more on Premier Support? Have a look at what our teams say on Premier Support.

https://www.youtube.com/watch?v=c3jsG6JrXCw

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.