Responds to customer inquiries, complaints, and requests through phone, email, and mail; routes issues, documents contacts, monitors service trends, and supports treatment status and sales follow-up. Assists clinical, sales, and marketing teams with appointment setup, database updates, guest logistics, payment processing, materials preparation, and training. Maintains knowledge of orthodontic concepts, company processes, and product information while meeting service quality and performance metrics.
We are looking for a Customer Support Specialist who will join our team.
Key Responsibilities
KEY DUTIES AND RESPONSIBILITIES, include the following. Other duties may be assigned:
• 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 instructions
• Competent in the use of company systems to support in treatment status and sales follow up
• Assist clinical support with ClinCheck call review appointment set-up, treatment evaluation, speaker logistics arrangement and payment processing, research contract etc
• Assist with SEM query responding and Invisalign Insights as needed
• Support sales and marketing department in database input with marketing info, client contacts info. Competent in the use of the customer support phone and sales force data systems and the corporate web site
• 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
• Handle important guests visiting, like: visa, hotel, transportation, tour etc
• Conduct and maintain non-VIP daily contact
• 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
• 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 instructions
• Competent in the use of company systems to support in treatment status and sales follow up
• Assist clinical support with ClinCheck call review appointment set-up, treatment evaluation, speaker logistics arrangement and payment processing, research contract etc
• Assist with SEM query responding and Invisalign Insights as needed
• Support sales and marketing department in database input with marketing info, client contacts info. Competent in the use of the customer support phone and sales force data systems and the corporate web site
• 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
• Handle important guests visiting, like: visa, hotel, transportation, tour etc
• Conduct and maintain non-VIP daily contact
• 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
Skills, Knowledge & Expertise
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 8 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
• A college degree
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
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 8 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
• A college degree
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
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.
Similar Jobs
Fintech • Gaming • Payments • Software
Provide timely, professional support for players on a payments platform, investigate complex payment and account issues, validate payment status, coordinate resolutions with Product/Engineering/Payments, manage tickets to SLA, identify trends, and contribute to process improvements and automation.
Top Skills:
IntercomZendesk
Fintech • Professional Services • Sales • Consulting
Provide timely, professional customer support via chat, messaging, tickets, and phone in Bahasa Melayu; resolve issues, follow up, and collaborate with teams to maintain high service quality.
Cloud • Information Technology • Internet of Things • Software • Consulting • Infrastructure as a Service (IaaS) • Automation
The Customer Support Specialist will assist Japanese-speaking enterprise customers with account management, provide effective communication, resolve issues, and contribute to the knowledge base.
Top Skills:
Linux
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
