Customer Support Specialist

모집에 관심 있는 분은 아래 이메일 주소로 영문 및 한글 이력서를 직접 보내주시기 바랍니다.
이메일: ehsu@aligntech.com

The primary responsibility of the Customer Support Specialist role is to effectively and efficiently respond to customer inquiries and requests received via e-mail or mail including the handling of doctors’ inquiries, request and complaints; initiate contact with customers to obtain additional instructions to ensure that orders are processed. Also leading and developing competency development model such as conducting the trainings for clinic to make higher alignments with Align process. This person is also responsible for participating as required in UATs, BUPs etc. on behalf of the group in order to allow in time launch and execution of projects within the pipeline.

In this role, you will…

Responsible for effective, efficient and prompt response to customer inquiries, requests and complaints received via KaKaoTalk, phone, e-mail or mail to achieve customer satisfaction
Collect, direct the questions, complaints and issues from customers to the relevant departments to get them answered and solved in a timely manner
Ensure timely resolution to customer contact issue whether in-bound or out-bound.
Be alert to trends in requests and issues reported by customers. Sharing on-the-job work experience with departmental peers and management
Initiate contact with customer to clarify treatment goals or vague instruction
Interact with customers and fellow employees in a timely, patient, tactful and professional manner.
Ensure that order are processed and shipments are dispatched in a timely manner
Excellent technical expertise
Competent in the use of the customer support phone and sales force data systems and the corporate web site. Experience using CISCO Jabber phone system and SFDC would be preferred.
Provide input regarding training needs to customer support of training and quality development; initiative development and presentation of information and training when requested.
Conduct the staff training via online and offline
Handle the Credit/Debit note and cancellation billing working closely with Finance/Business Ops
Provide the periodical reports/updates to internal/external customer by email and SMS
Manage the customer on-boarding process ensuring all required information is set in time
Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
Participate in activities designed to improve customer satisfaction and business performance
Maintain a basic knowledge in orthodontic/dental concepts and topics
Participate in special projects and/or training when requested
Possess comprehensive knowledge of company processes, procedures and product information/materials
Provide support to audit processes and quality management system as required


In this role, you’ll need …

Must have good interpersonal skills and the ability to work cross-functionally
Ability to consistently follow through activities and projects to completion
Ability to perform in a fast-paced, highly customized environment.
Ability to act and speak with confidence and good presenting skills
Possess a service excellence mindset
Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
Organizational skill and fast learner
Good team player.
Written and Speaking English skill is essential
Strong knowledge and hands-on of SFDC & Microsoft is preferred