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iTero Sales Support Associate Customer Care Representative

Jobs at Align Technology | Align Technology Careers

·

3 weeks ago

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Location
CRI-Costa Rica-Belen
Type
Full-time
Department
Healthcare
Seniority
Entry
Education
High School
Visa
Not sponsored

Description

iTero Sales Support Associate Customer Care Representative

Department: Customer Support

Employment Type: Full Time

Location: CRI-Costa Rica-Belen



Description

Role Summary

Align is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for an Associate Customer Care Representative II-M. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Associate Customer Care Representative II-M should interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions for Align products. Receive customer requests, through phone, email, chat and SMS, validates customer account, support, and document interactions in the CRM database. Ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to general inquiries, orders / product status, order processing, update of account and systems management, initial product diagnostic and / or equipment replacement, return process and credits requests. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles. 


Key Responsibilities

Role expectations
In this role, you will…  


  • Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs. 


  • Be responsible to handle all customer interactions with professionalism and within the defined response timeframe.  


  • Follow up on their cases until proper resolution.  


  • Document all interactions including all details required in the correspondent CRM.  


  • Report complaints and product safety. 


  • Achieve a consistent performance considering all KPIs requirements.  


  • Comply on deadlines on LMS courses.  


  • Contribute on escalation handling and basic research. 


Skills, Knowledge & Expertise

In this role, you’ll need …  
Typically: 

  • High School Degree. Technical Degree is a plus. 

  • 1-3 years of related experience. 

  • Proficiency in English. 

  • Understanding of CRM (Preferable SalesForce.com). 

  • General knowledge in Customer Service.   

  • Computer, internet and e-mail literacy. 

  • Microsoft Excel General Knowledge. 

  • Understanding of ERP System (SAP). 

  • Microsoft Office Package knowledge (Power Point, Excel, Word).    



Skills

ExcelSalesforceSAPCustomer ServiceERP