Lenovo

As an integral member of the EMEA Customer Engagement Center (CEC) team you would act as the key focal point between Lenovo and an assigned CEC vendor.  You are required to interact directly with vendors and at times with customers on a daily basis.  Key focus area would be ensuring operational efficiency that improves a customer’s experience and achieves an overall cost effective process. 

Responsibilities:

• Overall responsibility for the management and relationship of a CEC vendor which may be located in several locations across EMEA. 
• Analysis of financial, customer experience and operational data to identify opportunities for improvement. Development of action plans and drive to completion.
• Management of standard warranty as well as Premium Care.
• Through the analysis of data and monitoring closely the vendor KPI’s develop in collaboration with the vendor action plans to ensure a balanced scorecard of KPI’s.
• Ensure adherence to processes and remain audit compliant within the CEC
• Establish a management system with the vendor and engage in monthly/quarterly business reviews.
• Support the timely implementation of strategic initiatives and projects, such as APOS.
• Work closely with key stakeholders such as regional service delivery managers, technical trainers, customer care and the spare parts organization.
• Ensure continuous improvement and standardization of processes. Understanding the customer journey and ensuring customers have a great experience.

Experience & Skills:

• 3+ years of experience within a contact center environment, with a strong understanding of standard practices and systems.
• Competence in written and spoken English is essential. Fluency in French, German, Italian or Turkish is an advantage.
• Awareness & ability of communicating in a multi-cultural environment
• Strong analytical skills (root causing, data analysis and Lean Six Sigma)
• Strong skills to manage critical situations and work independently with clear priorities.
• Proficient in the use of Corporate Desktop Software Applications, Outlook, PowerPoint, Word, Excel. 

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 / hard skills trainings and individual mentoring
• Employer contribution to the Third Pillar Pension System

Base gross monthly salary starts from 2.350 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.

Lenovo Solutions and Services Group (SSG) brings together all of Lenovo’s IT solutions and services across PC, infrastructure, and smart verticals including support, managed, project and solution service offerings into one dedicated organization. With a network of over 20,000 technicians across 180 markets, SSG helps customers transform their businesses on a global and local scale by delivering practical innovation to strengthen their competitive advantage.