General Information

Req #
Career area:
Selangor Darul Ehsan
Wednesday, November 24, 2021
Working time:

Why Work at Lenovo

Here at Lenovo, we believe in smarter technology for all, so we spend our time building a society that’s brighter and more inclusive. And we go big. No, not big—huge. 

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,and read about the latest news via our StoryHub.

The one thing that’s missing? Well… you...

Description and Requirements

Responsibilities Include:

  • Owning the E2E process and driving the enablement of the process in each region and market

  • Makes sure the process is in alignment with the project strategy and fulfils all the requirements

  • Engaging in cross Region and Geo communication and cooperation and will act as Geo focal point

  • Be responsible for collaborating with the CEC vendors, Geo, and WW CEC team and enable all special onboarding requirements, customization, and unique services to our customers

  • Drive the KPIs targets and own all the necessary actions to achieve the best possible results and targets

  • Act as the SPOC, including escalation management, technical issues handling, and account management

  • Perform regular BMS reviews with the global and regional teams

  • Validation of the invoice, AHT, and incentive program payout

  • Work with analytics, QA, and training team to perform quality improvement management (call listening, proper process follow up, spot checks, etc.)

  • Owns the Lenovo reporting requirements and data analysis

Experience /Skills /Competencies Required:

  • 3-5 Years’ experience within a contact center environment, with a strong understanding of standard practices and systems

  • Establish ways to measure and track metrics related to the adoption of the service, and to make improvements to the approach based on those measurements

  • Experience working with global teams, across cultural and time differences

  • Familiarity with renewals products, services and sales strategies

  • Proven experience with consumer electronics sales and/or marketing. Knowledge of Services sales is a plus