Handles customer inquiries, requests, and complaints through phone, chat, email, and mail. Documents interactions, manages treatment status and sales follow-up, escalates issues, and collaborates across departments to resolve customer concerns. Supports sales and marketing database entry, tracks performance metrics, provides customer trend feedback, maintains product and policy knowledge, and supports audits and quality processes. Requires basic orthodontic and dental knowledge and weekend availability as needed.
We are looking for a Customer Support Representative to join us in Malaysia.
Key Responsibilities
In this role, you will…
- Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
- Competent in the use of company systems to support treatment status and sales follow up
- Collaborate with other departments to provide solutions for customers.
- Identify and escalate issues that require additional attention.
- Provide feedback to management on customer trends and recurring issues.
- Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
- 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
- Stay up-to-date on company products, policies, and procedures.
- Maintain a basic knowledge in orthodontic/dental concepts and topics
Skills, Knowledge & Expertise
In this role, you’ll need …
- Bachelor’s degree
- 3 to 5 years of experience in customer service
- 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
- Ability to work independently and as part of a team
- Excellent organizational and time management skills
- Possess a service excellence mindset
- Possess a strong customer focused orientation with good interpersonal skills
- Proficiency in customer service software and strong computer skills.
- Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
- Provide support to audit processes and quality management system as required
- Willingness and ability to work on weekends as needed.
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align: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.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.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.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. 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 our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
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