General Information

Req #
Career area:
New South Wales
Wednesday, May 10, 2023
Working time:
Additional Locations
* Australia - New South Wales - Chatswood

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

The Customer Service Coordinator manages customer service requests, inquiries, and complaints. They will coordinate with other departments within the organization to resolve customer issues promptly and efficiently.

The ideal candidate will have excellent communication and interpersonal skills, as well as experience in managing customer service inquiries/orders and complaints.

Key Responsibilities:

• Serve as the primary point of contact for customer inquiries/orders, complaints, and requests, ensuring that all issues are resolved in a timely and satisfactory manner.

• Respond to customer inquiries promptly, utilizing a variety of channels such as phone, email, or chat.

• Coordinate with other departments to resolve customer issues, ensuring customer service is delivered to a high standard.

• Ensure that customer complaints are handled in accordance with company policy, escalating issues as necessary to senior management.

• Develop and maintain a thorough understanding of the organization's products and services, ensuring that accurate information is provided to customers.

• Provide regular reports to the customer service manager on customer feedback and service delivery performance.

• Work with the customer service team to develop and implement customer service strategies and initiatives to improve customer satisfaction.

• Manage customer service metrics such as response time, resolution time, and customer satisfaction ratings.

• Installation and setup of Desktop, Laptop, and Tablet devices

• Manage incidents and requests for DaaS customer

• Monitor and manage the inventory level

• Coordinate the onsite delivery and pickup of devices

• This activity will include, working on escalations from the customer support teams based in Melbourne and/or Sydney as well as specific cases identified by the Premier Support L2 and TAM team

• Creating Runbooks for Application packaging, source upload, and completing UAT with Application owners

• Invoicing the customer and vendor for services delivered

• Co-ordinate SCCM-based deployment testing of the apps with offshore teams

Key Requirements:

• Bachelor's degree in a relevant field, such as Business Administration, IT or Engineering.

• 3-5 years of experience in customer service, preferably in a coordinator or supervisory role.

• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and senior management.

• Strong problem-solving skills, with the ability to identify and resolve customer issues efficiently.

• Ability to work under pressure and prioritize competing demands.

• Excellent organizational and time management skills.

• Strong attention to detail.

• Ability to work independently and as part of a team.

If you meet the requirements and are interested in the position, please submit your resume and a cover letter for consideration.

Additional Locations
* Australia - New South Wales - Chatswood
* Australia
* Australia - New South Wales
* Australia - New South Wales - Chatswood