Service Delivery Support in France

Il y a 5 mois


RueilMalmaison, France Lenovo Temps plein

Description and Requirements

This position requires to handle front-end communications with retailers and customers (internal and external), addressing services-related requests and managing service escalations for IDG business units. The main tasks include: analysis of a service support request, collaborating with different teams & service providers to bring resolution. Ensure desired customer satisfaction & service KPIs are fulfilled.

The desired candidate has knowledge of commonly-used concepts, practices and procedures within services support functions. The target is to ensure excellent service standards and maintain high customer satisfaction for Service Delivery in France.

Successful candidate will possess excellent communication skills to work closely with teammates and business users to understand the service delivery business in order to measure it accurately. You must be analytical, logical, and able to learn quickly since this metrics will cover many different areas of the business.


Job functions

Support local Service Delivery Lead in ensuring service KPIs are on target. Uses available interactive tools to identify and assess customers' needs to achieve satisfaction. Handle internal & external customer escalations via phone, email, mail or social media. Advises on Lenovo services conditions, identifies complaint root cause, and follows-up claims upon their resolution. 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 Follow communication procedures, guidelines and policies Compile reports on overall customer satisfaction


Position 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 & manage time effectively to meet deliverable’s deadlines using multiple tools (phone, email, instant messaging, meeting). Bachelor’s degree required Fluency in written & oral France, 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 

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.




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