Join a team that is changing millions of lives.
changing lives.
, 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. Ourteams are constantly pushing the boundaries of what’s possible.
About Align
Align Technology was founded in March 1997 and designs, manufactures and markets Invisalign, a proprietary method for treating malocclusion; the misalignment of teeth.
ummary- Customer Care Specialist works on customer experience for scanners under warranty and post warranty to create customer satisfaction and work on customer care projects and initiatives. The candidate needs strong aftersales service and business acumen and the ability to create and teach best practices, new process and enablement to the broader organization. Has good ability to analyze the customers’ profile, usage, preference and concern, providing insights and feedbacks to commercial team for further optimization.
- Collaborate with commercial and support teams.
- Provide insights, analysis and support to ensure high customer satisfaction with aftersales service. Has ability to handle issue escalation and support proactively.
- Deliver End-to-End service to customers ensure on-time delivery, customer satisfaction, execute time to callback, reducing aging tickets and follow up with commercial requests with efficiency and transparency.
- Contribute to building quick solutions and long-term strategic plans to decrease ticket volume.
- Developing and executing the customer satisfaction plans for the iTero existing customers and implement high levels of quality and aftersales service.
- Open and flexible to work closely with Align Operations team to execute the work plan and to support iCare sign-ups.
- Obtain a profound understanding of iCare plans and support effective communication with the target group.
- Connect customer situations and complaints with effective solutions, prioritizing cases from new IB and backlogs.
- Escalate issues and business impact to relevant stakeholders.
- Has ability to identify and evaluate opportunities to optimize internal processes to meet customer expectation.
- Act as the voice of customer, collect feedback from iTero NPS and user survey to provide inputs to continuous improvement of our products and services.
- Document all customer interactions in internal systems e.g. Salesforce.com. Ensure traceability and clarity on documentation.
- Minimum 5 years relevant industry experience (healthcare is a plus) or minimum 3 years customer relationship management/Customer Care related experience.
- Bachelor degree preferred
- Proven experience in managing cross-function and diverse stakeholders
- Proficiency in written and spoken English
- Strong sense of ownership and accountability with a proven track record of execution
- Strong communication with internal teams and external clients
- Proven ability to translate strategies to action in a tight time and result-driven
- Self-motivated to complete assignments and achieve sales goals
- Passionate and agile working style
- Conversant with Salesforce/CRMs, Microsoft Excel and Power BI tools
- Good telecommunication skills
- Good with data collation and analysis
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.
