Customer Support Officer

*Join a team that is changing millions of lives.*

Transforming smiles, changing lives

At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what's possible.

Ready to join us?
• About this opportunity*

As Customer Support Officer, you will manage customer interactions to increase customer satisfaction and improve service quality. This specialist is primarily responsible for providing professional support to current and potential customers in Thailand and Indochina countries according to the Service Level Agreements by ensuring that customer needs are resolved in a timely manner.
• In this role, you will*
Collect, direct the questions, complaints, and issues from customers to the relevant departments to get them answered and solved in a timely manner
• Be alert to trends in requests and issues reported by customers. Share learning's with departmental peers and management
• Initiate contact with customer to clarify treatment goals or vague instruction
• Competent in the use of company systems to support in treatment status and sales follow up
• Assist clinical support with ClinCheck call review appointment set-up, treatment evaluation, speaker logistics arrangement and payment processing, research contract etc.
• Support sales and marketing department in database input with marketing info, client contacts info. Competent in the use of the customer support phone and sales force data systems and the corporate web site
• Provide input regarding training needs to customer support's supervisor of training and quality development; assist with development and presentation of information and training when requested
• 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
• Support marketing in material preparation
• 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 *QUALIFICATIONS*

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• EDUCATION and/or EXPERIENCE*
• Minimum 3 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
• A college degree
• COMPUTER SKILL*
• *OTHER SKILLS AND ABILITIES*
• Ability to focus attention to detail
• Ability to consistently follow through activities and projects to completion
• Ability to perform in a fast-paced environment
• Ability to act and speak with confidence
• Possess a service excellence mindset
• Possess a strong customer focused orientation with good interpersonal skills
• Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
• Sound like a good fit?*

Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.
• About Align*

Align Technology is a publicly traded medical device company that is *transforming smiles and changing lives*. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials.

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work - these are just some of the things employee