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
