Customer Care Operations Manager

at  Lenovo

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

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 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 Jay

• 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.