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Ortho Customer Support Specialist, APAC
2 months ago
Summary
The Straumann Group is looking for a highly motivated and experienced Customer Support Representative to join the Asia Pacific Orthodontic team. This position operates within the Customer Success department which is supporting the local entities who are communicating and connecting with our customers. Every day we work to provide excellent service and support our Doctors regarding ClearCorrect cases, quality control, IT support, billing and general queries. You will play an integral role as you guide our local Customer Support Representatives in APAC and support our team drive an exceptional experience with ClearCorrect.
Essential Functions & Duties
- Cross-team and department collaboration to ensure a world-class Doctor experience with ClearCorrect
- Reaching out to Doctors and account representatives as required to handle issues, provide insights and ensure quality treatment outcomes
- Monitor and improve main area statistics: Satisfaction, First Response Time & Resolution Time
- Inspect feedback and audit to maintain high service levels
- Logging quality and operation issues via a variety of tools and ticketing software along with ensuring timely resolutions
- Monitor and improve main area statistics: Satisfaction, First Response Time & Resolution Time
- Partner with Treatment Success Managers and Clinical Advisors to drive world-class Doctor experience across all areas
- Assist with inbound queries and email overflow as required
- Attends and contributes to regular team and company meetings to stay up to date on relevant information
Candidate Criteria
- Minimum 2-3 years of experience in providing customer service/call center service
- Bachelor's degree or related experience preferred
- Customer-centric attitude
- Experience in providing training to individuals and teams
- Enthusiastic about providing excellent support and service and incorporate feedback to relevant teams
- Must be motivational, personable, and able to drive results
- Adaptable: Must be able to adapt to changes with short notice
- Must be able to handle a high volume of calls, chat, and email traffic both inbound and outbound
- Language skills: ability to read and interpret training documents, safety rules, and procedural documents
- Excellent verbal and written communication skills in English is essential. Additional language command is desirable.
- Must have mastery of basic computer skills including Microsoft Office (Word, Excel, PowerPoint) and a willingness to learn new online platforms and systems (experience in Zendesk/SAP preferred)
