EMEA Customer Care Case Manager with Turkish

Why Work at Lenovo

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Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, 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 with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

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

Description and Requirements

As a Customer Care Case Manager (CM), you will be responsible for managing service-related issues from start to finish. This role requires direct interaction with external customers via phone and email, as well as internal coordination to negotiate and resolve claims in a timely manner. The CM ensures ongoing customer satisfaction by addressing escalated cases with urgency and professionalism.

This vital role involves collaboration with cross-functional business partners across Lenovo International, with a primary focus on customer satisfaction and achieving key performance indicators (KPIs) within the program.

Key Responsibilities:

• Manage service-related issues from initiation to resolution, ensuring a seamless customer experience.
• Interface with external customers and internal teams to negotiate and resolve claims efficiently.
• Address escalated cases with a sense of urgency and professionalism.
• Engage with cross-functional business partners to ensure effective problem resolution.
• Focus on achieving KPIs related to customer satisfaction and resolution timelines.
• Drive fast and satisfactory resolutions, contributing to overall client satisfaction scores (OSAT).
• Identify and address process inefficiencies in a constructive manner.
• Manage complex situations involving multiple stakeholders.

Key Requirements:

• Degree or equivalent business experience.
• Experience in customer-facing roles is required; experience in the tech industry is desirable.
• Exceptional customer service skills with a strong focus on customer satisfaction.
• Highly motivated, enthusiastic, and a strong team player.
• Strong problem-solving skills, particularly for escalated and sensitive cases, including those from social media, executive escalations, and legal teams.
• Excellent communication skills, both written and verbal and ability to interact professionally with customers.
• Organized and methodical approach with adherence to best practices in issue resolution.
• Native Turkish and fluent English is a must

This role reports to Senior Manager for EMEA Customer Care & CX.

What Can We Offer?

• Medical Insurance Plan
• Life Insurance
• Meal Vouchers
• Transportation Allowance
• Employee Referral Bonus
• Children of Lenovo Employees Scholarship Program
• Employee Assistance Program, e.g., for health, legal & financial consultancy
• Internal E-learning Development Platform Available for Employees

Join us today and be part of a dynamic team that values innovation, collaboration, and customer excellence!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.

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