Customer Support Officer

**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 set-up, 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 non-VIP 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** - 3-5 Years customer service or sales administrator work experience a plus in a medical device customer-based 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. We respect your privacy. Please review our Applicant Privac