Customer Care Analyst (temporary replacement contract 3/4 months)

　　General Information

　　Req #

　　WD00059997

　　Career area:

　　Customer Experience

　　Country/Region:

　　Argentina

　　State:

　　Capital Federal

　　City:

　　CABA

　　Date:

　　Wednesday, January 24, 2024

　　Working time:

　　Full-time

　　Additional Locations :

　　Argentina - Capital Federal - CABAWhy Work at Lenovo

　　We are Lenovo. We do what we say. We own what we do. We WOW our customers.

　　Lenovo is a US$62 billion revenue global technology powerhouse, ranked #171 in the Fortune Global 500, employing 77,000 people around the world, 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 by further expanding into growth areas that fuel the advancement of ‘New IT’ technologies (client, edge, cloud, network, and intelligence) including server, storage, mobile, software, solutions, and services.

　　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 https://www.lenovo.com, and read about the latest news via our StoryHub.

　　Description and Requirements

　　Customer Care Specialist position interfaces directly with Lenovo partners, handling DOA (Dead on Arrival) claims received from Lenovo´s Business Partners and also end users. Coordinate the screening process with the ASP and supervise the times and quality in which the screening is completed.

　　Job Responsibilities:

　　· Responsible for responding the requirements of possible DOA cases under the support policies that apply to DOA Devices.

　　· Monitor and ensure the correct execution and application of DOA policies in ASP (Authorized Service Providers) .

　　· Generate response to DOA escalations within the established times with Lenovo clients.

　　· Monitor and control the DOA Rate.

　　· Send response to Lenovo clients with the guidelines of the cases escalated with the corresponding supports, ensuring maintaining a good relationship with the clients.

　　· Generate and conclude cases in the ticket control platform.

　　· Review and request payment reconciliations with ASP that execute the DOA

　　· Internal/External presentations of DOA metrics.

　　· Meetings with partners in order to review operation metrics and detect opportunities for improvement.

　　· Ensuring ASP apply current fault detection and diagnosis methods for Lenovo equipment

　　· Request the credit notes to the billing area, complying with the corresponding requirements and upload the returns of Onshore device.

　　· Generate warranty cancellations for equipment that apply DOA.

　　Required Skills:

　　Excellent communication, presentation, and interpersonal skills - ability to effectively interact and communicate with senior executives.· Advanced English level

　　· This role is set to cover a maternity leave for 3 to 4 months of contract.

　　Additional Locations :

　　Argentina - Capital Federal - CABA

　　Argentina

　　Argentina - Capital Federal

　　Argentina - Capital Federal - CABA