General Information

Req #
WD00035389
Career area:
Services
Country/Region:
Slovakia
State:
Bratislavský kraj
City:
Bratislava
Date:
Thursday, July 21, 2022
Working time:
Full-time
Additional Locations: 

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

Join a team supporting customers of two of the world’s best-known and most innovative brands in tech – Lenovo and Motorola. Our team responds to customers on social media around the globe, on Facebook, Twitter, online communities, and other social media channels, helping with technical inquiries and other support needs. We are looking for a motivated, analytical manager to guide successful use of the platforms and agents we work with.

These are your detailed responsibilities:
  • Support the current Sprinklr lead in managing the Sprinklr platform. Sprinklr is the aggregation tool that finds Customer Care inquires on social media channels (Twitter, Facebook, etc.), and routes them to our Agents for responses and resolution.
  • Ensure Sprinklr is operating properly, and customers are being helped in a timely manner.
  • Create and maintain accurate and relevant metrics to measure and support Agent performance.
  • Analyze operational data and customer survey responses to generate new and better processes and identify successes and opportunities.
  • Work with Agent teams on areas of opportunity, behavior, and overall quality. Translate our strategies into direct actions Agents can take.
  • Work with other social media colleagues to identify systemic issues raised by our customers. Escalate these issues within the Lenovo and Motorola organizations to resolve them for customers.

Organization
  • You will report to the lead of the Social Media – Customer Care team, but directly support the Sprinklr lead.
  • You will support 14 Agent teams of ~90 Agents around the world using Sprinklr. 
  • You will participate in weekly collaborative planning calls and meetings with both the Sprinklr teams ad the broader Social Media – Customer Care team.

What you’ll bring/ Position Requirements:
  • A strong record of ownership, an analytical mind, a sense of urgency.
  • Ideally, experience with Sprinklr or other social media management platforms (Sprout Social, Hootsuite). Alternately, comfort and experience with other data-driven tools.
  • Experience with metrics analytics.
  • Proficient at planning and execution of quarterly plans and strategies to meet and exceed goals.
  • Proficient with Excel or similar software; comfort with PowerPoint, Word or other similar programs.
  • Strategic thinking, willingness to try new things.
  • Customer care commitment.
  • Understanding of social media – challenges, risks, rewards and benefits.
  • Professional fluency in English. Additional languages a plus. Business writing and/or PR experience a plus.

Base gross monthly salary from minimum 1.600 EUR and above, depending on experience + variable part 12% of your annual earnings.

What we offer:
  • An open and stimulating environment within one of the most forward-thinking IT companies
  • A modern and flexible way of working to combine personal and professional life
  • 3 sick days per year 
  • Additional vacation days
  • 100% sick leave compensation up to 2 months per year
  • A broad selection of soft and hard skills trainings and individual mentoring
  • 1:1 contribution to the Third Pillar Pension System
  • Home office flexibility upon team agreement

We are looking forward to discussing this position with you soon!

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.