Responds to customer inquiries and complaints through phone, chat, email, and mail; documents interactions, manages follow-ups, escalates issues, and collaborates across departments. Supports sales and marketing data entry, monitors performance metrics, identifies root causes, provides customer training, and contributes to projects, audits, quality processes, and training activities. Requires knowledge of orthodontic and dental concepts.
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 topic
- Participate in special projects and/or training when requested
- Provide input regarding training needs, assist with development and presentation of information and training when requested
- Provide the training to customers to improve their understanding on our system and process
- Drive to determine root causes by working closely with multiple stakeholders to identify the best solutions to be implemented for the internal team
Skills, Knowledge & Expertise
In this role, you’ll need …
· Bachelor’s degree
· Minimum 5 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
· 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.
Sound like a good fit?
Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.
About Align
Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.
By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.
We respect your privacy. Please 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 will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. 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
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.
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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