Service Delivery Coordinator

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China Lenovo Full time

Job Summary

This role is responsible for handling customer communications and stakeholder interactions, addressing service-related requests, and supporting service escalations. The ideal candidate will have experience in service coordination, customer service, and project administration.

Key Responsibilities

  • Act as primary point of contact for customer inquiries, orders, and complaints, ensuring timely and satisfactory resolution.
  • Update product catalogues, onboard customers into SNOW, and collaborate with the transition team to comprehend process mapping.
  • Execute and coordinate order management processes from forecasting to invoicing.
  • Manage the deployment of Lenovo devices and 3rd party products between partners and customers.
  • Coordinate the collection of unused machines from customer premises and monitor inventory levels.
  • Perform device and accessory asset management, set up tracking for SLA monitoring, and prepare monthly billing files.
  • Maintain and provide data for internal and external reports, build solid working relationships with partners, and actively participate in UAT enhancement testing.
  • Develop and maintain a thorough understanding of Lenovo's products and services, ensuring accurate information is provided to customers.
  • Coordinate with vendors or other departments to resolve customer incidents, ensuring high-quality customer service.

Requirements

  • Minimum 3 years' experience in service coordination, ideally in an IT services environment.
  • Proven customer service experience, customer-oriented.
  • Strong communication skills, active listening, and ability to interact with clients as necessary.
  • Organized and analytical, with prior project management experience and skills in project administration.
  • Ability to work under minimum supervision, as a team player, and ensure good communication across multiple teams.
  • Familiarity with CRM systems, ticketing tools, and account operations.
  • Ability to multi-task, prioritize, and manage time effectively to meet deadlines.
  • English fluency, both written and spoken.


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