Customer Experience Specialist- Japan 🇯🇵

Dental Monitoring in a few words?

•  A solution at the cutting edge of artificial intelligence and image analysis in the dental field, enabling remote support for patients and practitioners.
• A Tech company in full growth, always looking for innovation, quality and performance.
• An international team with a friendly and benevolent spirit, focused on the same objective: to offer the most adapted and qualitative solutions possible.
• The first unicorn of the dental sector!

We are currently looking for a Customer Experience Specialist to support our growth.

CES provide new and existing customers with best-in-class service. You will accomplish this by promoting brand awareness, identifying customers' needs, responding to customer inquiries, and collaborating internally with departments to optimize the customer experience.

Role and Responsibilities

• Handle support tickets and incoming customer support chats/calls/emails 
• Expedite issues & communicate outcomes with our customers
  
• Collaborate with the Implementation Team to onboard new accounts
• Partners with internal departments  to handle all technical and support questions to resolve customer issues 
• Utilize multiple forms of communication to both internal and external customers, including but not limited to telephone, e-mail, and instant messaging 
• Facilitate and coach the customer on best practices and new feature releases

• Alert the customers when modified protocol edits are necessary
• Communicate with internal departments and external customers via multiple forms of communication including but not limited to telephone, email and instant messaging in a timely and accurate fashion 
• Collaborate with Customer Support team to provide consultation, training and solutions to under performing accounts
• Update support procedures as needed for internal departments
• Assist the Sales team by funneling new inbound leads via telephone and emails
• Perform other related duties as assigned

Information Security

• Be aware of their own responsibility regarding information security
• Perform their work according to the applicable policies and procedures
• Contribute actively to the continuous improvement of our ISMS
• Report any observed or suspected weaknesses in our ISMS and any information security incident

Essential Qualifications

• Bachelor's degree or equivalent job experience (2+ years of Customer Service experience in a call center environment)
• Experience using a ticketing system to facilitate communication with customers
• Capacity to work under pressure, organize and prioritize responsibilities to ensure the most critical issues are prioritized
• Self-sufficient with effective and professional communication skills
• Strong attention to detail
• Excellent interpersonal, editorial and analytical skills 
• Ability to think independently and make decisions applicable to the success of the customer and team

Preferred Qualifications

• Curious and passionate about new technologies
• Bilingual: French or Spanish is a plus
• Knowledge of Google Suite, CRM/Salesforce, MAC Apple products

The above is not an exhaustive list of all duties, responsibilities and qualifications associated with the job. Other duties may be assigned.

Your working environment

 DM is a great place to work, and here you will thrive because:

• We are really close to our users: patients, doctors and their staff, as well as our internal users.
• Your ideas will be heard! Our culture promotes initiatives and ownership and we recognize gumption.
• Everyone will do their best to help you develop your skills -we know you can’t know everything.
• Huge potential for collaboration: researchers, doctors, customer lovers (customer success managers), business developers, trainers, data analysts, testers, regulatory angels, teams of developers and of course customers!
• At our headquarters in Paris, we have a lot of languages and cultures and this is awesome, chouette, geil, fantástico, perfetto, geweldig and even 很酷.

Dental Monitoring is an equal opportunity employer and offers an intercultural and inclusive workplace. The diversity of our teams is one of our strengths. We work every day with more than 30 nationalities in different countries all over the world. We welcome and encourage applications from people with disabilities. We are committed to providing appropriate accommodation upon request for candidates taking part in the recruitment process.