This position involves providing support to dentists, orthodontists, and their practice staff. Experience in customer care and support in the healthcare setting or other regulated industry is highly desirable, but not essential.
We offer a flexible work environment - three days office and two days work from home.
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
