Customer Support Officer - Mumbai, India - AlignTech

AlignTech

Verified Company

Mumbai, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Join a team that is changing millions of lives.
Transforming smiles, changing lives

At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next.

We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation.

Our diverse and collaborative teams are constantly pushing the boundaries of what's possible.

Ready to join us?

About this opportunity
The Customer Support Officer will be responsible for making the customer's experience the best it can be. The customer support personnel often acts as the link between the external and internal customers.

In this role, you will

Collect, direct the questions, complaints and issues from customers to the relevant departments to get them answered and solved in a timely manner.
Competent in the use of company systems to support in treatment status and sales status follow up.
Assist clinical support with ClinCheck call review appointment setup, treatment evaluation, speaker logistics arrangement and payment processing, research contract etc.
Lead projects or activities (Incl CX surveys) designed to improve customer satisfaction and business performance
Manage customer escalations and follow up for prompt resolutions and customer satisfaction
Establish work objectives, implementation and plan and process related SOP and review periodically for continuous improvement
Perform quality control audits to ensure accuracy of all records required
Set up department assessment KPIs and monitoring dashboard
Review Deptt work accuracy and efficiency
Compile data & provide Operations Manager with periodical reports/updates with proposal on related preventive imrpvement actions
Assist in/collaborate with relevant stakeholders in the development of new programs and changes to existing programs to improve existing methods and procedures for the purpose of eventually improving customer experience
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.
Maintain a basic knowledge in orthodontic/dental concepts and topics.
Handle important guests visiting, like: visa, hotel, transportation, tour etc
Conduct and maintain nonVIP daily contact
Support marketing in material preparation and translations
Participate in special projects and/or training when requested.
Other duties as assigned from time to time

In this role, you'll need
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

35 Years customer service or sales administrator work experience a plus in a medical device customerbased environment.
A college degree

LANGUAGE SKILLS

Fluency in English
Ability to read and interpret basic documents.
Ability to write routine reports and
Ability to communicate effectively with internal and external customers.

Desired skills

As person has got SFDC experience will be an added advantage.
Patience
Attentiveness
Ability to handle surprises
Empathy
Willingness to Learn
Tenacity
Persuasion Skills
Operational flexibility

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.

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