Customer Support Officer

SUMMARY:
A Customer Support Officer will be responsible for making the customer's experience the best it can be. The Customer Support Officer often acts as the link between the external and internal customers.

KEY DUTIES AND RESPONSIBILITIES, include the following. Other duties may be assigned:
• Responsible for effective, efficient and prompt response to customer inquiries, requests and complaints received via 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
• 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
• Competent in the use of company systems to support in treatment status and sales follow up
• Assist clinical support with the stting up of ClinCheck call review appointment, treatment evaluation, speaker logistics arrangement and payment processing, research contract etc
• Assist with SEM query response and Invisalign Insights as needed
• 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
• Handle important guests visiting, like: visa, hotel, transportation, tour etc
• Conduct and maintain non-VIP daily contact
• 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

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 5 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
• A college degree

COMPUTER SKILL
• Familiarity with Windows software. Ability to learn software applications quickly

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

- Competitive
- Premium healthcare
- New-built team with dynamic environment

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