Customer Support Officer

Department: Operations

Location: APAC-Malaysia-Remote

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?

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 in 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 topics
  
  

Skills Knowledge & Expertise

In this role, you'll need …

• Bachelor's degree
• 3 to 5 years of experience in customer service
• 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 customer
• Provide support to audit processes and quality management system as required
• Willingness and ability to work on weekends as needed.
  
  

Applicant Privacy Policies

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 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.

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.