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Customer Care Operations Manager

Lenovo

Lenovo

Customer Service, Operations
Petaling Jaya, Selangor, Malaysia
Posted on Friday, July 5, 2024

General Information

Req #
WD00067081
Career area:
Customer Experience
Country/Region:
Malaysia
State:
Selangor
City:
Petaling Jaya
Date:
Friday, July 5, 2024
Working time:
Full-time
Additional Locations:
* Malaysia - Kuala Lumpur - Kuala Lumpur
* Malaysia - Selangor - Petaling Jaya

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

Role Summary: The Customer Care Operations Manager is responsible for overseeing all aspects of Lenovo Customer Care operations. This includes managing a team of Customer Care Resolution Owners, developing and implementing Customer Care policies and procedures, and driving continuous improvement in customer satisfaction and loyalty. The ideal candidate will have a proven track record of leading successful customer care initiatives in the technology industry.

Key Responsibilities:

  • Manage a team of Contact Centre agents, including hiring, training, scheduling, and performance management.
  • Establish and enforce Contact Centre, policies, and best practices to ensure consistent, high-quality support.
  • Own Contact Centre KPIs such as Service Level Agreements (SLA), customer satisfaction scores, APOS Revenue.
  • Identify areas for improvement and implement strategies to enhance the overall customer experience and revenue from services
  • Act as a direct escalation point for complex or sensitive customer issues, providing personalized support.
  • Directly engage with customers to address their concerns, gather feedback, and ensure their needs are met.
  • Analyze customer feedback and usage data to identify improvement areas.

Key Skills and Attributes:

  • A highly committed individual with strong problem solving and analytical skills.
  • Ability to work in a fast-paced, time sensitive customer service environment.
  • Ability to work under extreme pressure and adapt communication style to the audience.
  • Ability to lead, motivate, and develop high-performing Contact Centre team.
  • Ability to communicate and engage across multiple organizational levels up to and including executive levels.
  • Ability to develop strong internal relationships (sales, services, vendors etc).
  • Ability to develop strategies in improving Customer Experience and Revenue generations.
  • Ability in program/project management ability to drive successful business outcomes.
  • Is proactive in nature and seeks ways to address issues before they get escalated.
  • Strong formal presentation and effective communication skills.
Qualifications & Experience
  • Five (5+ ) years of relevant experience in customer service management, preferably in the PC or technology industry
  • Expertise in call center & / or technical support in a post & / or presales environment is desired.
  • Must be fluent in verbal and written English, fluency in Cantonese is desired.
  • Experience working in MNC environment, interacting with regional counterparts.
  • Experience in driving revenue and sales team performance is an added advantage
  • Experience in managing a team with not less than 15 headcounts.

Additional Locations:
* Malaysia - Kuala Lumpur - Kuala Lumpur
* Malaysia - Selangor - Petaling Jaya
* Malaysia
* Malaysia - Kuala Lumpur , * Malaysia - Selangor
* Malaysia - Kuala Lumpur - Kuala Lumpur , * Malaysia - Selangor - Petaling Jaya