EMEA Customer Care Case Manager **General Information** Req # WD00078591 Career area: Customer Experience Country/Region: Slovakia State: Bratislavský kraj City: Bratislava Date: Tuesday, February 18, 2025 Working time: Full-time **Additional Locations** : * 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$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 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 ourStoryHub (https://news.lenovo.com/) . **Description and Requirements** As a Customer Care Case Manager (CM), you will be responsible for managing service-related issues from start to finish. This role requires direct interaction with external customers via phone and email, as well as internal coordination to negotiate and resolve claims in a timely manner. The CM ensures ongoing customer satisfaction by addressing escalated cases with urgency and professionalism. This vital role involves collaboration with cross-functional business partners across Lenovo International, with a primary focus on customer satisfaction and achieving key performance indicators (KPIs) within the program. **Key Responsibilities:** + Manage service-related issues from initiation to resolution, ensuring a seamless customer experience. + Interface with external customers and internal teams to negotiate and resolve claims efficiently. + Address escalated cases with a sense of urgency and professionalism. + Engage with cross-functional business partners to ensure effective problem resolution. + Focus on achieving KPIs related to customer satisfaction and resolution timelines. + Drive fast and satisfactory resolutions, contributing to overall client satisfaction scores (OSAT). + Identify and address process inefficiencies in a constructive manner. + Manage complex situations involving multiple stakeholders. **Key Requirements:** + Degree or equivalent business experience. + Experience in customer-facing roles is required; experience in the tech industry is desirable. + Exceptional customer service skills with a strong focus on customer satisfaction. + Highly motivated, enthusiastic, and a strong team player. + Strong problem-solving skills, particularly for escalated and sensitive cases, including those from social media, executive escalations, and legal teams. + Excellent communication skills, both written and verbal and ability to interact professionally with customers. + Organized and methodical approach with adherence to best practices in issue resolution. + Fluent English is mandatory; additionally, professional-level language skills in French, Spanish or Italian are highly desirable. **What Can We Offer?** + A multitude of professional and personal opportunities. + An open and stimulating environment within one of the most forward-thinking IT companies. + Flat structures and fast decision-making processes. + An international organization with a high focus on all types of Diversity in the team. + 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 trainings and individual mentoring. + Employer contribution to the Third Pillar Pension System. + Life & life events insurance, fully covered by the company. Base gross monthly salary starts from 1.800 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. Join us today and be part of a dynamic team that values innovation, collaboration, and customer excellence! _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** : * Slovakia * Slovakia **AI PROCESSING NOTICE** We use AI-based tools to support some of our processes (e.g. online interviews recordings and transcripts) in order to achieve better efficiency, accuracy and for our documentation purposes. AI can make mistakes, but we always make sure that the outputs are manually reviewed by a human. You can always opt-out or contact us in case of any question.