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
Bachelors 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)
