EMEA Customer Care Team Leader (maternity cover)

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

This is a maternity cover role with limited contract.

In this role you will lead the Customer Care team into delivering the best in class support to Lenovo’s customers. Set a standard for the Customer Care team, acting as a role model with strong customer-facing skills via phone and email.

Your Responsibilities Will Be:

• Drive proactive management of complaint cases, implementing necessary process changes and fostering continuous improvement.
• Ensure internal KPIs are met, focusing on Customer Satisfaction (CSAT) and solution implementation.
• Conduct performance reviews and collaborate with team members to enhance their performance and support their professional development.
• Efficiently manage the Customer Care team's workload, ensuring incoming cases are promptly assigned based on team availability and expertise.
• Align processes with relevant departments and continuously seek opportunities for process optimization.
• Manage client-related escalations promptly with a defined action plan, investigate root causes, and improve processes accordingly.
• Drive understanding, cooperation and collaboration among the teams and functions

Requirements:

• Professional working experience of 5 years in managing and/or team leading (preferably from IT industry)
• Proven leadership skills in collaborating with multi-cultural teams across multiple locations.
• Excellent communication, soft skills, and people management abilities.
• Advanced knowledge of Excel and strong analytical skills to utilize reporting for driving KPIs.
• Fluent in English, both spoken and written.
• Ability to work within tight deadlines and prioritize tasks accordingly.
• Adaptable and flexible in a constantly evolving work environment; organized, methodical, and a team player with a logical approach to addressing issues and delivering projects on time.
• Team player, ability to interlock cross-regionally in order to meet customer requirements.

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 2.450 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.