General Information

Req #
WD00034647
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Thursday, July 14, 2022
Working time:
Full-time
Additional Locations: 
* Selangor Darul Ehsan - Selangor - Malaysia

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

Position Description:
Premier support is a new, exciting Service that entitles the customer to advanced technical support within a new Lenovo group. As a Premier Support Manager Specialist, you will be a people manager overseeing the day-to-day activities of the Premier Technical Support Specialists and Team Leaders. This includes ensuring service levels are met across the various Premier support channels and driving second to none customer experience. We own ensuring each customer call is a solution with white glove treatment. In addition to the operational execution, this position will also be critical in providing feedback on Lenovo s Customer Experience Team and developing initiatives to help differentiate Lenovo from its competition. Candidates for this position must have proven team, quality improvement, and organizational skills. They must be able to manage priorities and demonstrate a strong aptitude for problem resolution.

Position Requirements:
Strong candidates for this position would require the following:
  • 3+ years of services operations and/ or bachelor s degree.
  • A leadership background with operational and process knowledge is ideal.
  • Effective communication skills at all levels - written and verbal.
  • Superior customer service skills.
  • Able to problem solve and think laterally.
  • Proven ability to learn new and complex technology.
  • Able to prioritize in a fast-paced, dynamic work environment.
  • Proactively make technology adoption recommendations based on experience and in-depth knowledge of a customer s needs.
  • Ability to commit and work with agility and speed to respond to short-notice requests.
  • Effectively transfer thoughts and express ideas verbally in individual or group situations.
  • Leadership skills and experience to drive training, coaching, and performance management.
  • Strong teaming and communication skills required, ability to develop relationships quickly and effectively.
  • Background in working with and interfacing with Technical Support organizations.
  • Process improvement experience.
  • Identification and design of Customer Service processes.
  • Flexible working hours to accommodate the needs of the business in a fast-paced Customer Engagement Center environment.

* Selangor Darul Ehsan - Selangor - Malaysia