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EMEA Customer Experience Manager

Lenovo (Slovakia) s.r.o.

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: 2 100 EUR/monthBase gross monthly salary from minimum 2100 EUR and above, depending on experience + variable part 12% of your annual earnings
  • Start date: Upon agreement
  • Contract type: full-time

Job description, responsibilities and duties

• In this new role you will be responsible for collecting customer feedback through the After Service Event survey and providing essential customer feedback to the EMEA Service teams

• You will define and analyze customer feedback through Customer Experience KPIs (Overall satisfaction, Top 3 Box, End-to-end cycle time, Repeated interaction rate, First time resolution etc)

• Drive improvements and highlights priorities with the delivery, call centre and service operations teams

• Be involved in WW CX projects and ensure EMEA geo is capable of utilizing available CX tools

• In this role, you also strive to take a proactive approach to understand the client, and appropriate processes, and thus drive the ownership of spotting, reporting and fixing outliers

• This role involves collaboration across Lenovo organization globally, as well as interaction with vendors and business partners across various service towers (Call center, Depot, Authorized warranty service operations) with a main goal to achieve the targets set in the KPI program

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

• Be a team player, show enthusiasm towards innovation and change and adapt accordingly

• Have the ability to collaborate with service teams to participate and lead CX related projects

• Understand internal processes, navigate other cross-functional teams without direct reporting links

• Demonstrate analytical thinking - good analytical skills, ability to convert numbers to reflect customer insights

• Customer Experience management

• PC User skills for mail and database access Spreadsheet and data analysis

• Fluent English (oral and written)

• Customer facing skills both by phone and e-mail

• Organised and methodical person with logical approach in addressing issues

• Good team player, ability to work in small team and a wider global team to meet customer requirements

• Relative experience in the computing industry would be desirable

• Ability to work and deliver within deadlines

• Excellent communication skills, Additional language is an advantage

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Brief description of the company

Lenovo is an innovative, international technology company formed as a result of the acquisition by the Lenovo Group of the IBM Personal Computing Division.

As a global leader in the PC market, we develop, manufacture and market cutting-edge, reliable, high-quality PC products and value-added professional services that provide customers around the world with smarter ways to be productive and competitive.

We base our success on our customers achieving their goals: productivity in business and enhancement of personal life.

Number of employees

500-999 employees

Company address

Lenovo s.r.o.
Landererova 12, Lenovo Slovakia, Lenovo Slovakia, Lenovo Slovakia
81109 Bratislava
http://www.lenovo.sk