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Premier Support Customer Satisfaction Specialist General Information Req # WD00067108 Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Tuesday, June 25, 2024 Working time: Full-time Additional Locations :  * Slovakia Why Work at Lenovo  We are Lenovo. We do what we say. We own what we do. We WOW our customers.  Lenovo is a US$62 billion revenue global technology powerhouse, ranked #217 in the Fortune Global 500, employing 77,000 people around the world, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver smarter technology for all, Lenovo has built on its success as the world’s largest PC company by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.  This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .  Description and Requirements Premier Customer Care Case Manager (Premier CM) is responsible for end-to-end management of Premier customer related issues. In this role, the Premier CM interfaces with external customers by phone/email, as well as internally, to negotiate and resolve claims in timely manner to ensure ongoing customer satisfaction. Premier CM needs to demonstrate an understanding of clients’ needs when it comes to cases that were escalated & thus he/she will need to address these with the utmost urgency and professionalism. This vital role will involve direct contact with the customer, as well as cross-functional business partners of Lenovo International. Its main objective is customer delight & achievement of targets set within the KPI program. Requirements: Degree or Equivalent Business experience. Experience in previous customer facing roles Experience in the tech industry would be desirable Fluent English is a must Additional language: German, Italian, French, Spanish, or any Nordic language highly desirable Exceptional customer experience skills ensuring customer satisfation Dedicated towards fast & satisfactory resolution which will result in our overall client’s OSAT Focus oriented, team player, enthusiastic Ability to own initiatives in order to meet set KPIs Excellent communication skills . Ability to interact with customers both by phone & e-mail. Good team player with an ability to work with teams both regionally, as well as globally in order to meet customer requirements. Organized and methodical person with demonstrated ability to follow best practice flow when addressing issues. Ability to handle pressure when it comes to sensitive/escalated cases (Social Media, Executive Escalations, Legal cases). Able to manage complex situations involving multiple internal, as well as external teams to meet customer expectations. Capable to identify process gaps in order to minimize customer impact & improve internal processes. Expectation is on addressing those with respective owners on a constructive manner. What Lenovo can offer you: 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   Base gross monthly salary starts from 1.750 EUR. The final offer could be, of course, negotiated higher than the advertised minimum - it all depends on your experience! In addition, there is also variable part (a bonus) in value of 12% of your annual earnings. You will report to SSG (Solutions & Services Group) organization structure. SSG has been focusing on the expanding IT service market, especially the digital workplace services opportunity, the growing demand for aaS (as a Service) model, and customers’ stronger preference for sustainability services. Meanwhile, SSG has continued to invest in software tools, platforms, and repeatable vertical solutions with our own IP, and focus on vertical solutions in manufacturing, retail, healthcare, education, and Smart City.  We are expanding TruScale as a Service to include Digital Workplace Solutions, developing our Hybrid Cloud solutions, and exploring Metaverse solutions 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, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class. Additional Locations :  * Slovakia * Slovakia