• Perform inbound/outbound voice/non-voice interactions to assist customers and clients with technical issues that could arise in Lenovo devices.
• Determine the problem and provide technical resolution on first contact, dispatch service or escalate to the relevant team as per process.
• Personalize and take ownership in your interactions with customers to drive cases to closure by making follow ups and regularly updating the customers with regards to case progress
• Provide satisfaction by giving excellent customer service experience.
• Attending team training and meetings.
• Learn and get used to new processes and new product release via virtual training and reading technical update releases.
• Provide feedback to the Team Lead/Team Manager/CC Manager for any opportunities for improvement.
• Perform/Attend any other ad hoc task assigned
• Attend and be punctual at work based on the schedule provided in relation to business needs.
• Dealing with and being able to communicate and adapt to different people.
• Ensure all information is captured correctly.
• Work within agreed productivity and quality standards (log in time, talk time, and wrap time).
• Good discipline in doing end to end follow up with customers, including updating them of the parts delivery status as well as providing first call resolution in every call.
• Being able to embrace and meet the Key Performance Indicators (KPI) that ranges from Attendance, Adherence to schedule, Technical KPIs, Customer Satisfaction, Quality and Productivity.
• Determine the problem and provide technical resolution on first contact, dispatch service or escalate to the relevant team as per process.
• Personalize and take ownership in your interactions with customers to drive cases to closure by making follow ups and regularly updating the customers with regards to case progress
• Provide satisfaction by giving excellent customer service experience.
• Attending team training and meetings.
• Learn and get used to new processes and new product release via virtual training and reading technical update releases.
• Provide feedback to the Team Lead/Team Manager/CC Manager for any opportunities for improvement.
• Perform/Attend any other ad hoc task assigned
• Attend and be punctual at work based on the schedule provided in relation to business needs.
• Dealing with and being able to communicate and adapt to different people.
• Ensure all information is captured correctly.
• Work within agreed productivity and quality standards (log in time, talk time, and wrap time).
• Good discipline in doing end to end follow up with customers, including updating them of the parts delivery status as well as providing first call resolution in every call.
• Being able to embrace and meet the Key Performance Indicators (KPI) that ranges from Attendance, Adherence to schedule, Technical KPIs, Customer Satisfaction, Quality and Productivity.