General Information

Req #
WD00012537
Career area:
Services
Country/Region:
Australia
State:
New South Wales
City:
Chatswood
Additional locations:
AU - Melbourne
Date:
Thursday, September 23, 2021
Working time:
Full-time

Why Work at Lenovo


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.

Description and Requirements

This position requires handling of front-end communications with customers ( both internal and external), addressing services-related requests and managing service escalations.

The main tasks include:

  • execution of service requests by collaborating with and coordinating different teams & service providers to bring resolution.
  • Ensuring desired customer satisfaction & service KPIs are fulfilled.

This role is suitable for graduates who are looking to move into a Project Management career within the IT services industry.

The desired candidate has knowledge of commonly used concepts, practices and procedures within services delivery and/or Project management functions. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery.

Successful candidates will possess excellent communication skills to work closely with teammates and business users to understand the service delivery business in order to ensure successful execution and drive strong customer satisfaction with Lenovo services.  The right candidate will be analytical, logical, and able to learn quickly since the role covers many different project and service co-ordination activities.

Reporting to the ANZ Professional Service Manager, your responsibilities are:

  • Ensure customer committed service KPIs are on target. Uses available interactive tools to identify and assess customers' needs to achieve satisfaction. 
  • Handle internal & external customer escalations via phone, email, MSteams.
  • Advises on Lenovo services conditions, identifies complaint root cause, and follows-up upon their resolution. 
  • Ability to work as a team player, ensuring good communication across multiple teams within the organization
  • Build sustainable relationships of trust within internal & external stakeholders
  • Manage small scale projects
  • Be a contact point for assigned account groups

Position requirements:

  • Proven customer support experience, customer oriented
  • Analytical: provides accurate, valid and complete information by using the right methods/tools
  • Strong communication skills (phone, mail, meetings), active listening to adapt to different situations
  • Excellent presentation skills PPT, advance excel
  • Familiarity with CRM systems and practices (ServiceNow) is desirable
  • Ability to multi task, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting).
  • Bachelor’s degree preferred
  • Fluency in written & oral English

What We Will Offer You :

An open and stimulating environment within one of the most forward thinking IT companies   

Ongoing training opportunities and guidance

Flat structures and fast decision-making processes   

A modern and flexible way of working to combine personal and professional life 

An international team with a high focus on Gender Diversity   

Attractive compensation package

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.