Customer Service Agent- English

hace 2 semanas

Belén, Costa Rica Align Technology A tiempo completo

Department:
Customer Support

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 a
Customer Care Representative
. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The
Customer Care Representative
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

  • 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.

Skills, Knowledge And Expertise
What we're looking for

Typically

  • High School Degree. Technical Degree is a plus.
  • 0-2 years of related experience.
  • Proficiency in English. (Bilingual English-Spanish, C1 )
  • Understanding of CRM (Preferable ).
  • Open to both experienced and entry-level candidates in customer service.
  • Computer, internet and e-mail literacy.
  • Microsoft Office Package knowledge (Power Point, Excel, Word).

Applicant Privacy Policy
Review our
Applicant Privacy Policy
for additional information.

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.

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