Position Description:
Customer Experience Specialist is responsible for:

• Collecting customer experience & feedback through the After Service Event
survey
• Analyzing and addressing it to internal Lenovo people as well as external
vendors (contracted by Lenovo) to negotiate and resolve customer issues with
aim to improve customer experience for all Lenovo Services customers. This is
to ensure Lenovo EMEA services customers as the best in industry.
• Providing essential customer feedback to the EMEA Service teams
• Defining and analyzing customer feedback through Customer Experience KIPs
(Overall satisfaction, First time resolution ect)
• Drives improvements through highlighting priorities with the delivery and
service operations teams

This vital role involves contact across Lenovo organization (including World
Wide team), interaction with vendors and Business partners, in various Service
towers (Call center, Depot, Authorized Warranty service operations) with main
goal to achieve the targets set in the KPI program.

Position Requirements:
• Degree or Equivalent Business experience
• Customer facing skills both by phone and e-mail
• Experience in the computing industry would be desirable
• Fluent English (oral and written)/ additional language is an advantage
(preferably German)
• Good team player, ability to work in small team and a wider global team to
meet customer requirements
•Analytical thinking - be able to convert numbers to reflect customer insights
• Organized and methodical person with logical approach in addressing issues

Base gross monthly salary from 1700 EUR, depending on experience + variable
part