Customer Care Case Manager

Lenovo; North Carolina; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Lenovo is seeking a Customer Care Case Manager to join the Solution and Services Group. The ideal candidate will use strong technical skills and superior communications to resolve escalated customer issues with diplomacy and urgency.

This role requires 3+ years in customer product quality resolution and 2+ years in customer care, including phone and email interactions, with 1+ year of PC technology problem solving. Lenovo supports a hybrid work model with three days in the office.

Qualifications

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

Responsibilities

• Resolving customers complaint escalations regarding technical support, product quality, sales experience, fulfilment delays, etc.
• Multitasking and handling several customer complaints throughout all stages at the same time
• Determining complaint resolutions and executing on those solutions to provide the customer with a great experience
• Working in a fast-paced environment and working through multiple cases throughout the workday
• Driving E2E improvement of processes with focus on SLAs, quality, and cost saving
• Tracking and recording all case history in case management tool with correct data

Skills

Customer service

Problem resolution

Communication

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, 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 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. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

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.

At Lenovo, we are focused on a bold vision to deliver smarter technology for all, 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, we are also leading an Intelligent Transformation - to create better experiences and opportunities for millions of customers around the world. Join us in defining our world of tomorrow and creating smarter technology for all!

We’re looking for a Customer Care Case Manager within the Solution and Services Group (SSG) at Lenovo. The Ideal candidate will have strong technical skills, complex problem collaboration skills, as well as outstanding customer support and professional communications skills are essential to ensuring the best possible customer experience while resolving a high percentage of customer incidents.

This position interfaces directly with Lenovo customers to negotiate and resolve complaint escalations regarding technical support, product quality, sales experience, fulfillment delays, etc. The ideal candidate will have a proven record demonstrating competency at handling customer concerns at all levels with diplomacy, urgency, and empathy. Additionally, the ability to interact with customers via telephone and email while displaying a high degree of professionalism is essential for success in this role.

Job Responsibilities

• Resolving customers complaint escalations regarding technical support, product quality, sales experience, fulfilment delays, etc.
• Multitasking and handling several customer complaints throughout all stages at the same time
• Determining complaint resolutions and executing on those solutions to provide the customer with a great experience
• Working in a fast-paced environment and working through multiple cases throughout the workday
• Driving E2E improvement of processes with focus on SLAs, quality, and cost saving
• Tracking and recording all case history in case management tool with correct data

Position Requirements

• 3+ years of experience dealing with customer product quality resolution in a high-tech industry
• 2+ years of experience of customer care experience proving 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 be able to successfully assist customers in a fast-paced environment Experience with and/or knowledge of Lenovo PC products to include technical problem determination / 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
• We follow a friendly hybrid model with three days a week in the office - great for collaboration and connection!

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.