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.
Responsible for effectively, efficiently and promptly handling doctors’ inquiries, requests and complaints regarding the Scanner available services or products and related services, via phone calls and/or emails to achieve customer satisfaction. They are focus on pursuing first call resolution, by using their knowledge or reaching out to the support staff as needed.
In this role, you will…
- Be the first point of contact for doctors via phone, email, and chat tools, addressing topics like submission processes, scanning assistance, account management, order status, and general product inquiries.
- Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
- Stay ahead of the curve by identifying trends in customer inquiries, researching solutions, and sharing learnings with colleagues.
- Possesscomprehensive knowledge of company procedures and product information/materials.
- Build strong relationships with doctors and colleagues by providing professional, empathetic, and tactful communication.
- Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality.
- Maintain accurate customer and patient data in company systems. Demonstrate proficiency in customer support tools, and data systems.
- Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
- Participate in training programs and special projects as needed.
- Utilize company resources responsibly and contribute to achieving team and companygoals.
- Comply with all safety policies, practices, and procedures. Report all unsafe activities to supervisor and/or Human Resources.
- Perform other duties as assigned.
REQUIRED EXPERIENCE
- Minimum 4 years of experience in a customer service or contact center environment (preferred).
- Knowledge or experience in dental and orthodontic treatments is a plus, but it is not required.
- Experience of technical support and/or SFDC/Twilio/TeamVieweris a plus.
LANGUAGES
- Highly fluent in Japanese with exceptional written and verbal communication skills.
- Intermediateproficiency in
SKILLS /COMPETENCIES
- Must havestronginterpersonal skills and the ability to work cross-functionally.
- Excellent attention to detail and ability to follow through on tasks.
- Self-motivated and proactive with a focus on continuous improvement.
- Proficiency in using computers and customer support software
- Collaborative team player with a supportive and helpful attitude.
WORK SCHEDULE / HOURS
Regular business hours (9:00am – 5:45pm). Some outside hours in evenings and weekends and travelling may be required from time to time.
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.
About Align
. 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.
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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.
It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.
