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Service Delivery Support Specialist in France
Il y a 2 mois
Job Summary
This role is responsible for providing exceptional service delivery support to customers and retailers in France. The successful candidate will be part of the Solutions & Services Group (SSG) organization, focusing on expanding IT service market opportunities, particularly in digital workplace services, aaS (as a Service) model, and sustainability services.
Key Responsibilities
- Support the local Service Delivery Lead in ensuring service KPIs are on target, using interactive tools to identify and assess customers' needs to achieve satisfaction.
- Handle internal & external customer escalations via phone, email, mail or social media, advising on Lenovo services conditions, identifying complaint root cause, and following-up claims upon their resolution.
- Collaborate with different teams & service providers to bring resolution, ensuring desired customer satisfaction & service KPIs are fulfilled.
- Build sustainable relationships of trust within internal & external stakeholders.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Compile reports on overall customer satisfaction.
Requirements
- Minimum 3 year's relevant working experience, proven customer support experience, customer oriented.
- Analytical: provides accurate, valid, and complete information by using the right methods/tools.
- Track record of overachieving quantifiable KPIs.
- Strong communication skills (phone, mail, meetings), active listening to adapt to different situations, excellent presentation skills PPT, excel.
- Familiar with CRM systems and practices.
- Ability to multi-task, prioritize, and manage time effectively to meet deliverable's deadlines using multiple tools (phone, email, instant messaging, meeting).
- Bachelor's degree required.
- Fluency in written & oral French, and English.
What We Offer
- Medical Insurance
- Pension/Retirement Plan
- Employee Referral Bonus
- Lenovo and Motorola Product Discounts
- Internal E-learning Development Platform Available for Employees
- Employee Assistance Program, for health, legal & financial consultancy
