Customer Service Specialist
Department: Customer Support
Employment Type: Full Time
Location: EMEA-United Kingdom
Description
The Customer Service Specialist is responsible for delivering high‑quality customer support and service by acting as a primary point of contact for customer enquiries and support requests. This role focuses on resolving issues efficiently, providing accurate and timely information, and ensuring a positive and consistent customer experience across all service interactions.
The position works collaboratively across departments and contributes to improving customer experience, service processes, and overall customer satisfaction.
Key Responsibilities
- Serve as a primary point of contact for customers, responding to Invisalign and iTero enquiries across all supported channels.
- Manage and resolve first‑line customer support tickets in line with established processes and service level expectations.
- Provide clear, accurate, and professional responses to customer questions, issues, and requests.
- Escalate complex or unresolved issues appropriately, ensuring effective follow‑up and communication.
- Build strong and professional relationships with customers to support long‑term satisfaction and trust.
- Act as the Voice of the Customer by sharing insights, feedback, and improvement ideas with relevant teams.
- Work closely with internal stakeholders including Manufacturing, Marketing, Education, Sales, and Clinical Support to ensure smooth end‑to‑end customer journeys.
- Partner with the commercial organisation to support a consistent and high‑quality customer experience.
- Contribute to local and regional initiatives aimed at improving frontline support processes and best practices.
- Support cross‑functional projects as a Customer Success representative or contributor.
- Assist with innovation and improvement initiatives by providing customer insights and operational feedback.
Skills, Knowledge & Expertise
EDUCATION:
- Bachelor’s degree or equivalent relevant experience in Customer Support, Customer Success, or a related discipline.
EXPERIENCE:
- 2-4 years of relevant experience in a customer service, customer support, or customer success role.
- Experience working in a fast‑paced, customer‑focused environment is preferred.
REQUIRED SKILLS AND ABILITIES:
- Strong customer focus with a commitment to delivering high‑quality service.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities, maintain responsiveness, and meet deadlines.
- Strong problem‑solving skills and attention to detail.
- Effective stakeholder management skills, both internal and external.
- Comfortable working with systems, processes, and defined workflows.
- High sense of accountability and ownership for assigned tasks.
- Team‑oriented mindset with a collaborative approach.
- Analytical thinking and basic business awareness.
- Appropriate sense of urgency and adaptability in a dynamic environment.
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Customer Service Specialist employer: Align Technology, Inc.
At Align Technology, we pride ourselves on being an innovative leader in the orthodontic industry, offering our employees a dynamic work environment that fosters creativity and professional growth. As an Associate Clinical Liaison based in Birmingham, you will benefit from a supportive culture that values collaboration and continuous learning, while also having the opportunity to make a meaningful impact on the lives of patients and professionals alike. With comprehensive training programs and a commitment to employee development, Align Technology is dedicated to empowering you to excel in your role and advance your career.
