Job Description

CX Case Manager
General Information
Req #
WD00089067
Career area:
Information Technology
Country/Region:
Malaysia
State:
Wilayah Persekutuan Kuala Lumpur
City:
Kuala Lumpur
Date:
Monday, October 6, 2025
Working time:
Full-time
Additional Locations:

• Malaysia

Why Work at Lenovo
We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 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 , and read about the latest news via our .
Description and Requirements
Overview:
The CX Case Manager will be responsible for managing complex customer escalations, including legal threats, consumer council cases, and executive-level complaints for the Greater Asia Pacific region. Acts as the central point of coordination between internal teams, legal advisors, and stakeholders to ensure timely, fair, and compliant resolution.
Key Responsibilities:

• Handle high-priority escalations (e.g., legal, regulatory, and executive-level)
• Manage escalation from Indonesia market.
• Liaise with internal teams, legal counsel, compliance teams as needed
• Conduct thorough case reviews, and provide clear, documented root causes and outcomes
• Ensure adherence to company policies, legal standards, and service commitments
• Prepare reports and insights on escalation trends

Key Skills / Requirements:

• Bachelor's Degree or higher qualifications
• Proficient in both spoken and written English, Bahasa Indonesia
• Strong verbal / written communication and negotiation skills
• Background in escalation management & service recovery experiences, preferred
• High attention to detail
• Ability to manage multiple sensitive and complex cases
• Effectively collaborates across teams to resolve complex issues
• Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
• A high degree of integrity and professionalism with leadership traits
• Ability to work in a challenging environment with good initiative and able to work independently.

Additional Locations:

• Malaysia

• Malaysia

Skills Required