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Customer Care & Experience Specialist

Lenovo (Slovakia) s.r.o.

Information about the position

  • Place of work: Landererova, Bratislava, Slovakia (Job with occasional home office)
  • Basic wage component (gross) and other rewards: 1 700 EUR/monthBase gross monthly salary starts from 1.700 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 a variable part (a bonus) in value of 12% of your annual earnings.
  • Contract type: full-time

Job description, responsibilities and duties

Description and Requirements

Smartphone is much more than simply a phone. It’s used to communicate with friends and family, scroll through social media, take pictures, or get our work done. Can you imagine being without one for a month? Neither can we.

That is why we need your help to ensure complex customer inquiries are handled timely and diligently. We’re looking for a skilled communicator and problem solver. Person who will be customers’ voice when dealing with internal and external stakeholders to ensure our customers are reunited with their Motorola phone. We make great smartphones and aim for seamless customer experience to match the quality of the product. Are you up for the challenge to make a difference?


Responsibilities:

- Monitoring and managing customer satisfaction, quality of our support, and the way we communicate with our customers
- Escalation point for customers in Europe
- Taking care of potential safety cases - working with product quality, legal, and finance teams to resolve these timely with a high focus on customer satisfaction
- Responsibility for oversight of social media communications and related reporting
- Making improvements and recommendations within the service delivery based on data analysis

You will report to the Sr Manager - EMEA Customer Experience & Care.


Experience & Skills:

- 3+ years of experience in customer care or service delivery
- Fluent English is a must as you will support a lot of customers in the UK
- Exceptional customer experience skills
- Analytical skills to interpret data/customer feedback and use it to improve our customer satisfaction
- Ability to handle pressure when it comes to sensitive/escalated cases (Social Media, Executive Escalations, Legal cases)
- Ability to manage complex situations involving multiple internal, as well as external teams to meet customer expectations
- Focus-oriented, team player, enthusiastic

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 training and individual mentoring
- Employer contribution to the Third Pillar Pension System

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)

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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