Department: Customer Support

Location: APAC-India

Description

About this opportunity

The Role of iTero Customer Service Representative is responsible for effectively, efficiently and promptly handling doctors’ inquiries, requests and complaints regarding the Scanner and CAD/ CAM available services or products, via phone calls, emails or any additional channel to achieve customer satisfaction. They are focus on pursuing first call resolution, by using their knowledge or reaching out to the support staff as needed.

Role expectations

In this role, you will…

Key Responsibilities

• Respond to requests, questions and issues received from customers via phone and/or email; regarding topics like: submission process, scanning assistance, account management, order status (cases, fulfillment items, Scanners), remill, redirects, general inquiries on our products, and others; to achieve great customer satisfaction.
• Own the customer onboarding experience for new customers.
• Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
• Update and complete tasks that have been assigned by the managers, aside from those received via phone or email, such as complaint follow-ups, reassigned calls, etc.
• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
• Possess comprehensive knowledge of company procedures and product information/materials.
• Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
• 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 handled (email, inbound and outbound calls), following defined parameters. Generate the appropriate task, assignment; follow up, note or resolution for each contact.
• Update and inform about incorrect or outdated customer and patient’s information, found on any of the customer databases.
• Competent in the use of the customer support phone and data systems and the corporate web site
• Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
• Participate in special projects and/or training when requested.
• Make proper use of company resources.
• Ensures the effective fulfillment of objectives and deadlines assigned to the group.
• Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Perform other duties as assigned.

What We're Looking For

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong interpersonal, listening, and persuasive communication skills.
• Dynamic, optimistic, accurate, results oriented, hard-working, creative.
• Ability to work without constant supervision, strong learning in a dynamic and fast paced environment.
• Ability to consistently follow through with projects to completion.
• Familiarity with Windows environment. Ability to learn software applications quickly. Experience with computer applications such as word processing, spreadsheet, and database programs.
• Advanced typing skills.
• Able to flourish in young international company experiencing significant growth (i.e., roll up sleeves approach and able to deal with ambiguity).

EDUCATION And/or EXPERIENCE

• Bachelor’s degree is mandatory from a recognized university in India/Abroad.
• 3-5 years and/or above experience in contact center, support environment, etc.
• Knowledge or experience in dental and orthodontic treatments is a plus, but not mandatory.
• Good interpersonal communication skills, result oriented.
• Acumen in reading and writing both English and Hindi mandatory.

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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.