Customer Support Representative, iTero Job in Sydney NSW at AlignTech
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 is a permanent full time position that involves providing support to dentists, orthodontists and their office staff. Experience in customer service in healthcare or other regulated industry is highly desired.
The successful candidate must be effective in collaborating with the Customer Support, Sales, Marketing and Clinical teams.
In this role, you will…
Responsible for effectively, efficiently and promptly responding to customer enquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction
Collaborate with internal and external teams to support consumers, dentists, and orthodontists
Ensure timely resolution to customer contact issue whether it is an email, inbound or outbound call
Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), followed defined parameters
Generate the appropriate task, assignment; follow up, note or resolution for each contact
Troubleshoot issues end-to-end—working with the dentist and orthodontist to resolve situations
Recommend ways to better support consumers, dentists and orthodontists
Be alert to trends in requests and issues reported by customers
Research information to answer enquiries from customers and share learning with departmental peers and management
Meet departmental standards for personal and team performance metrics
Adapt to changing departmental or job responsibilities
Possess comprehensive knowledge of company procedures and product information/materials
Interact with customers and fellow employees in a timely, patient, tactful and professional manager
Handle difficult or sensitive issues following department guidelines
Propose ideas for procedures and processes to improve service and customer satisfaction, and overall department improvements
Comply with all safety policies, practices and procedures
Provide support to audit processes and quality management system as required
In this role, you’ll need …
EDUCATION and/or EXPERIENCE
Proven customer service experience
At least 3 years as a customer service representative or related experience preferred
Dental industry experience is an advantage.
Intermediate computer knowledge: MS Word, Excel, Powerpoint & CRM
Ability to learn software applications
OTHER SKILLS AND ATTRIBUTES
Able to work autonomously
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.
US EEO Statement:
Align Technology is an equal opportunity employer. We recruit, employ, train, compensate and promote regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran or disability status.
About the Company
Company Location: Sydney NSW