General Information

Req #
Career area:
New South Wales
Wednesday, September 15, 2021
Working time:

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Description and Requirements

This position requires to handle front-end communications with customers (internal and external), addressing services-related requests and managing service escalations. Primary tasks include: analysis of a service request, collaborating with different teams & service providers to bring resolution. Ensure desired customer satisfaction & service KPIs are fulfilled.
The desired candidate has knowledge of commonly-used concepts, practices and procedures within services support functions. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery in ANZ.

Successful candidates will possess excellent communication skills and work closely with teammates and business users to understand and excel in the delivery of services.  A strong candidate must be analytical, logical, and able to learn quickly and adapt since this metrics will cover many different aspects of the business.

Reporting to the ANZ Professional Service Manager, your responsibilities include:
- Support the team in ensuring 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, mail etc to successful closure.
- Advise on Lenovo services, identify complaint root cause,  and follow-up to successful resolution. 
- Ability to work as a team player, ensuring good communication across multiple teams within the organisation.
- Build sustainable relationships of trust within internal & external stakeholders
- Keep records of customer interactions, process customer accounts and file documents
- Adhere to Lenovo communication procedures, guidelines and policies
- Compile reports on overall customer satisfaction

Position requirements :
- Proven customer support experience, customer oriented
- Analytical: provides accurate, valid and complete information by using the right methods/tools
- Track record of overachieving quantifiable KPIs
- Strong communication skills (phone, mail, meetings), active listening to adapt to different situations
- Excellent presentation skills PPT and excel
- Familiar with CRM systems and practices (ServiceNow)
- Ability to multi task, prioritise & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting).
- Bachelor’s degree or higher preferred
- Fluency in written & oral English and additional languages (Mandarin, Hindi, Tamil preferred)
- Minimum 3 year’s relevant working experience
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.