Service Delivery Support Professional with German General Information Req # WD00067375 Career area: Services Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Friday, June 21, 2024 Working time: Full-time Additional Locations :  * Romania * Slovakia 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 The Service Delivery Support Professional implements Lenovo’s escalation plans. The job also involves maintaining and improving existing escalation procedures, while handling them in real time. This role ensures key internal and external customer request is handled with respective priority, while keeping the originator informed. A successful candidate can resolve complex issues quickly and efficiently. Can handle customer conflicts that may prove difficult for other customer service employees. An analysis of escalation performance metrics and quality trends periodically is one of the essential parts of this role. Based on the findings, will the candidate give valuable recommendations for process and product improvement. The candidate will work under supervision of Service Delivery Manager/Market Lead. The aim is to ensure excellent service standards and maintain high internal and external customer satisfaction with Lenovo Service in Germany, Switzerland and Austria. Main responsibilities: Understand a customer’s value to our business Revise, store, create and/or update escalation processes. Promote them in market and EMEA level Ensure all escalation paths and situations are handled in most efficient way, while aiming to achieve win-win situation Train internal and external customers and service teams to manage complex issues Use findings to optimise and improve processes that will lead to improved customer satisfaction Support and work closely with local Service Delivery Managers 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 Compile service delivery reports upon request Drive Service Delivery projects Position requirements Minimum of 1 years’ experience working in service department Proven customer support experience, customer oriented, talkative (email, phone, chat) Proven ability to handle escalations based on defined priority Fluent English and German language knowledge is a must! Good presentation skills Familiar with corporate environment Ability to multitask, prioritize & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting). Base gross monthly salary starts from 1.600 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. 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 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 :  * Romania * Slovakia * Romania, * Slovakia