Customer Care Senior Specialist

We are seeking a dedicated and experienced Customer Care Senior Specialist to join our team. The Customer Care Senior Specialist is a customer-facing role (via phone or email or social media) responsible for managing and providing resolution to customer complaints and inquiries by collaborating with the right Lexmark team to solve problems quickly and effectively. The successful candidate will be responsible for leading and managing a team of customer care specialists to ensure the highest level of customer satisfaction. This role involves handling complex customer inquiries, resolving customer complaints, and providing guidance and support to the customer care team. The individual directly reports to the Team Lead and works closely with internal and external teams to ensure timely and accurate intervention of CASes and SRs.

• Premium Account Management
• Promptly responding to customer queries via email, live chat, video, and phone.
• Immediately escalate serious complaints or issues to other teams and find the best solution to address the escalation.
• Identify common problems and escalate them to management, along with suggestions for improvement (continuous improvement opportunities).
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Account Support Readiness
• Contract Visibility (e.g., List of Managed Devices, Active entitlements, SLA Commitments)
• Facilitates Intelligent Call Routing (ICR Creation)
• Maintains SHI contents ensuring that the instructions are contractually obligated, accurate, relevant, and current.
• Tags DN/Assets as Key Accounts per contract.
• Case Management — manages customer cases until completion to ensure SLA commitments are met.
• Collaborates with different teams to improve productivity and efficiency on handling cases.
• Evaluates challenges with other teams and streamlines processes for better performance.
• Repeat Call Management — identifies assets not repaired after multiple service attempts; identifies root causes and recommends solutions.
• Mailbox Management — handles email inquiries and complaints, prioritizes high-priority issues with escalation when needed.
• Reporting Requirements — generation and analysis of required reports; updates daily operational trackers.
• Process Documentation and Process Improvement — ensure updated process documentation with regular review; pursue continuous improvement initiatives.
• Performs all other tasks as directed by management and completes required training.

• CUSTOMER-FOCUS Ability to listen to customers' issues and address them through flawless execution of worldwide standard practices; positive attitude; effective use of all resources; sense of urgency; ability to meet tight schedules and deadlines.
• Technical Skills Proficiency in MS Office (Word, Excel, PowerPoint); basic knowledge of Microsoft Outlook or similar email/calendar tools.
• Communication Skills Clear and effective written and verbal communication; able to convey information to a global audience; active listening.
• Language Skills Ability to read, analyze, and interpret business documentation; ability to present information and respond to questions from leadership and stakeholders.
• TEAMWORK Works well with others; promotes global teamwork; builds rapport and trust; reinforces worldwide process standards; adaptable to different personalities and cultures.
• PROBLEM-SOLVING Understands customer issues; applies problem-solving skills; LEAN principles a plus; prioritizes issues by risk.
• REASONING ABILITY Solves practical problems; interprets varied instructions; prioritizes transactions accordingly.

Security Compliance Employees must maintain compliance with Lexmark safety, security, and privacy programs to protect Lexmark's operations, facilities, and intellectual property.

Ethics Compliance Lexmark is committed to conducting business in accordance with laws and standards; adhere to the Lexmark Code of Conduct.

BASIC REQUIREMENTS

• Bachelor's Degree
• At least 3 years of customer service experience or similar

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• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting