General Information

Req #
WD00012801
Career area:
Services
Country/Region:
Malaysia
State:
Selangor
City:
Selangor Darul Ehsan
Date:
Wednesday, November 24, 2021
Working time:
Full-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 https://www.lenovo.com,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