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Job Opening details:-
Company Name :- AlignTech
Position Name :- Customer Support Officer
Company Location :- Mumbai, Maharashtra
Job Category :- Jobs in Mumbai
Full Job 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 position will be responsible for making the customer’s experience the best it can be. The customer support personnel often act as the link between the external and internal customers.
In this role, you will…
Essential duties include but are not limited to the following:
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 for further resolving in a timely manner if needed.
Assist clinical support with ClinCheck call review appointment set-up, treatment evaluation, speaker logistics arrangement and payment processing, research contract, training materials etc.
Competent in the use of company systems to support in treatment status and sales status follow up.
Support sales and marketing department in daily administration works (e.g. Maintain marketing info, clients contact info, patient records etc.) and reports. 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.
Participate in special projects and/or training when requested.
Manage customer escalations and follow up for prompt resolutions and customer satisfaction
Establish work objectives, implementation plan and process related SOP, and review periodically for continuous improvement
Perform quality control audits to ensure accuracy of all records required
Compile data and provide Operations Manager with periodical reports/updates (for instance, complaints/performance related) with proposal on related preventive actions/improvement measures
Analyse statistics and other data to determine the level of customer service performance achieved by the team and provide them the resources needed to reach their goals
Participate in proactive team efforts to achieve departmental and company goals
Other duties as assigned from time to time
Provide support to audit processes and quality management system as required
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:
Above 5 years’ experience in a customer service supervisory role. Work experience in a medical device customer-based/facing environment will be a plus
Possess a bachelor’s degree
Strong capabilities to interface effectively with all customer types
Possess a service excellence mindset and strong customer focused orientation with good interpersonal skills
Analytical mindset: wherever possible, you prefer to resolve questions through data and measurement
Effective problem – solving and mediation skills
Change management experience
Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
Good IT skills with ability to learn software applications quickly. Experience in Salesforce.com will be advantageous
Ability to perform in a fast-paced environment
Good working level in English language.
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.
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.
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