Customer Care Case Manager

About Lenovo

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, serving millions of customers every day in 180 markets. Focused on delivering Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high-performance computing, and software-defined infrastructure), software, solutions, and services. We are developing world-changing technologies that create a more inclusive, trustworthy, and sustainable digital society by designing, engineering, and building the world’s most complete portfolio of smart devices and infrastructure.

About the Role

The Customer Care Case Manager within the Solution and Services Group (SSG) at Lenovo will interface directly with customers to negotiate and resolve complaint escalations regarding technical support, product quality, sales experience, fulfillment delays, and more. The ideal candidate will have strong technical skills, complex problem collaboration abilities, and outstanding customer support and professional communication skills to ensure the best possible customer experience while resolving a high percentage of customer incidents.

Responsibilities

• Resolve customer complaint escalations regarding technical support, product quality, sales experience, fulfillment delays, etc.
• Multitask and handle several customer complaints throughout all stages simultaneously.
• Determine complaint resolutions and execute solutions to provide customers with a great experience.
• Work in a fast-paced environment, managing multiple cases throughout the workday.
• Drive end-to-end improvement of processes with a focus on SLAs, quality, and cost savings.
• Track and record all case history in the case management tool with accurate data.
• Interact with customers via telephone and email while maintaining a high degree of professionalism.

Requirements

• 3+ years of experience dealing with customer product quality resolution in a high-tech industry.
• 2+ years of customer care experience demonstrating customer-facing skills (phone and email).
• 1+ years of experience solving issues related to PC technology.

Preferred Qualifications

• Professional interpersonal communication and customer service skills to assist customers in a fast-paced environment.
• Experience with and/or knowledge of Lenovo PC products, including technical problem determination and recognition.
• Technical support experience.
• Ability to work independently and as part of a team.
• Ability to create positive customer interactions regardless of negotiation outcomes to ensure ongoing customer satisfaction and brand loyalty.

Schedule

Hybrid model with three days a week in the office for collaboration and connection.