Transforming smiles,
changing lives.
Customer Support Specialist
About this opportunity
As Customer Support Officer, you will manage customer interactions to increase customer satisfaction and improve service quality. This specialist is primarily responsible for providing professional support to current and potential customers in Thailand and Indochina countries according to the Service Level Agreements by ensuring that customer needs are resolved in a timely manner.
In this role, you will…
- Responsible for effectively, efficiently, and promptly responding to customer inquiries, requests, and complaints received via phone, e-mail, or mail to achieve customer satisfaction
- Collect, direct the questions, complaints, and issues from customers to the relevant departments to get them answered and solved in a timely manner
- Be alert to trends in requests and issues reported by customers. Share learning’s with departmental peers and management
- Initiate contact with customer to clarify treatment goals or vague instruction
- Competent in the use of company systems to support in treatment status and sales follow up
- Support sales and marketing department in database input with marketing info, client contacts info.
- Competent in the use of the customer support phone and salesforce data systems and the corporate web site
- Create and maintain customer master data consistency
- Provide input regarding training needs to customer support’s supervisor of training and quality development; assist with development and presentation of information and training when requested
- Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
- Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
- Participate in activities designed to improve customer satisfaction and business performance
- Maintain a basic knowledge in orthodontic/dental concepts and topics
- Support marketing in material preparation
- Participate in special projects and/or training when requested
- Possess comprehensive knowledge of company processes, procedures, and product information/materials
- Provide support to audit processes and quality management system as required
In this role, you’ll need …
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
· Minimum 3 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
· Bachelor’s degree in any related field.
COMPUTER SKILL
· Familiarity with Windows software. Ability to learn software applications quickly
OTHER SKILLS AND ABILITIES
· Ability to focus attention to detail
· Ability to consistently follow through activities and projects to completion
· Ability to perform in a fast-paced environment
· Ability to act and speak with confidence
· Possess a service excellence mindset
· Possess a strong customer focused orientation with good interpersonal skills
· Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
Align Technology hakkında
Your growth and well-being:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
At Align, every smile matters. We are committed to supporting your health, contentment, and professional development through tools and initiatives designed to help you thrive. While benefits may vary by location, you can expect the following wherever you join us:
- Health and well-being programs to keep you thriving in both body and mind.
- Employee discounts on Invisalign products.
- Learning opportunities though online learning resources and support for your individual development plans.
- Inclusive workspace that fosters diversity and collaboration.
Country-specific details will be shared with you by your recruiter during the interview process.
Discover Align:
At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
Discover Align:
At Align Technology, we are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.
We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.
As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.
Eager to learn how we embrace diversity and nurture employee well-being?
Applicant Privacy Policies:
Review our Applicant Privacy Policies for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Review our Applicant Privacy Policies for additional information.
Global Diversity Statement:
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement:
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
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