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AlignTech Customer Support Representative months contract WA based 
Australia, New South Wales, Sydney 
849106465

17.09.2024

This position is based in WA, working remotely.

In this role, you will…

  • Managing all customer enquiries received by phone, email and web chat in a timely and efficient manner ensuring customer satisfaction is achieved
  • Collaborate with internal and external teams to support consumers, dentists and orthodontists
  • Ensuring each customer query is accurately documented in our internal systems
  • Generate the appropriate task, assignment; follow up, note or resolution for each contact
  • Utilise your outstanding customer resolution capabilities to troubleshoot issues end-to-end—working with the dentist and orthodontist to resolve situations
  • Proactively seeking continuous improvement initiatives to better support consumers, dentists and orthodontists
  • Be alert to trends in requests and issues reported by customers to enable enhanced customer service
  • Research information to answer enquiries from customers and share learning with departmental peers and management
  • Develop comprehensive knowledge of Invisalign and iTero products and procedures to provide accurate information to customers
  • Active contributor to team goals, demonstrating a willingness to assist where required to ensure the customer expectations are achieved or exceeded during all interactions with the business

In this role, you’ll need …

  • At least 3 years experience in a role supporting and delighting customers whilst delivering results
  • To provide a premium customer care offering with an ability to demonstrate genuine empathy
  • Excellent organisational and time management capabilities
  • Be an advocate for our customers
  • Persuasive confident speaker and clear communicator, displaying effective listening skills
  • Digitally savvy and confident in navigating various systems
  • Good working knowledge of MS Office Suite, which includes Teams, PowerPoint, Outlook, Excel, Word, One Drive and SharePoint

Desired

  • Experience with CRM (Customer Relationship Management) software
  • Inhouse software solutions, will require rapid learning of our innovative software solutions which provide our customers with an enriched service offering