Customer Care Analyst (Temporary Replacement Contract 3/4 Months)

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.