In this role, you will…
- Responsible for effectively, efficiently and promptly responding to customer inquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction.
- 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
- 5+ Years customer service or sales administrator work experience a plus in a medical device customer-based environment.
- Candidates with supply chain and logistics experience in Customer Service are strongly encouraged to apply
- 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
