Customer Support Representative

Department: Customer Support

Location: APAC-Malaysia

Description We are looking for a Customer Support Representative to join us in Malaysia.

Key Responsibilities In this role, you will…

• Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
• Competent in the use of company systems to support treatment status and sales follow up
• Collaborate with other departments to provide solutions for customers.
• Identify and escalate issues that require additional attention.
• Provide feedback to management on customer trends and recurring issues.
• Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
• 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
• Stay up-to-date on company products, policies, and procedures.
• Maintain a basic knowledge in orthodontic/dental concepts and topics

Skills, Knowledge & Expertise In this role, you’ll need …

• Bachelor’s degree
• 3 to 5 years of experience in customer service
• 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
• Ability to work independently and as part of a team
• Excellent organizational and time management skills
• Possess a service excellence mindset
• Possess a strong customer focused orientation with good interpersonal skills
• Proficiency in customer service software and strong computer skills.
• Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
• Provide support to audit processes and quality management system as required
• Willingness and ability to work on weekends as needed.

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Equal Opportunity Statement Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.