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Service Delivery Support in France



Customer Service
Rueil-Malmaison, France
Posted on Thursday, July 4, 2024

General Information

Req #
Career area:
Wednesday, July 3, 2024
Working time:
Additional Locations:
* France - Hauts-de-Seine - Rueil-Malmaison

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 position requires to handle front-end communications with retailers and customers (internal and external), addressing services-related requests and managing service escalations for IDG business units. The main tasks include: analysis of a service support request, collaborating with different teams & service providers to bring resolution. Ensure desired customer satisfaction & service KPIs are fulfilled.

The desired candidate has knowledge of commonly-used concepts, practices and procedures within services support functions. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery in France.

Successful candidate will possess excellent communication skills to work closely with teammates and business users to understand the service delivery business in order to measure it accurately. You must be analytical, logical, and able to learn quickly since this metrics will cover many different areas of the business.

Job functions

  • Support local Service Delivery Lead in ensuring service KPIs are on target. Uses available interactive tools to identify and assess customers' needs to achieve satisfaction.
  • Handle internal & external customer escalations via phone, email, mail or social media. Advises on Lenovo services conditions, identifies complaint root cause, and follows-up claims upon their resolution.
  • Ability to work as a team player, ensuring good communication across multiple teams within the organization
  • Build sustainable relationships of trust within internal & external stakeholders
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Compile reports on overall customer satisfaction

Position requirements

  • Minimum 3 year’s relevant working experience, proven customer support experience, customer oriented
  • Analytical: provides accurate, valid and complete information by using the right methods/tools
  • Track record of overachieving quantifiable KPIs
  • Strong communication skills (phone, mail, meetings), active listening to adapt to different situations, excellent presentation skills PPT, excel
  • Familiar with CRM systems and practices
  • Ability to multi task, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting).
  • Bachelor’s degree required
  • Fluency in written & oral France, and English

What we offer:

  • Medical Insurance
  • Pension/ Retirement Plan
  • Employee Referral Bonus
  • Lenovo and Motorola Product Discounts
  • Internal E-learning Development Platform Available for Employees
  • Employee Assistance Program, e.g., for health, legal & financial consultancy

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.

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.

Additional Locations:
* France - Hauts-de-Seine - Rueil-Malmaison
* France
* France - Hauts-de-Seine
* France - Hauts-de-Seine - Rueil-Malmaison