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- Tasks: Build relationships with doctors and provide top-notch customer support.
- Company: Align Technology is a leader in medical equipment manufacturing, focused on innovation.
- Benefits: Enjoy a competitive salary, full-time office work, and opportunities for personal growth.
- Why this job: Join a dynamic team where your ideas can directly improve customer experiences.
- Qualifications: University degree or equivalent experience; 1-3 years in customer service required.
- Other info: Work hours are 08:30 - 17:30, with one week per month starting at 08:00.
The predicted salary is between 20200 - 23200 £ per year.
Customer Success Specialist
Department: Customer Support
Location: EMEA – United Kingdom
Description
Your mission is to deliver premium customer experience during the entire process of processing and delivering iTero Technology. As an Onboarding Customer Representative you will be in charge of handling the communication, coordination and overall support for customers that acquired an iTero scanner before the clinical training is completed. This support includes educating the customer on the timeliness, logistics, office technical requirements and scanner installation process. You will handle change and incident requests coming from internal and external users of our Scanner and CAD/CAM services.
Key Responsibilities
- Work with customer via ticket, phone or e‑mail about new scanner installation/registration, SW upgrades, basic networking, scanning assistance, parts and scanner delivery status information, basic clinical questions, software inquiry/navigation assistance, basic software or hardware failure identification, call back requests and others.
- Be the focal point in communication between the customer and leasing company. Guide customer throughout the leasing process, making sure that financial documents are complete and accurate.
- Manage and monitor customer accounts.
- Review shipments in the region and ensure they are being scheduled, handled, and shipped as per the regulation.
- Ensure timely resolution of customer contact issue whether it is an e‑mail, inbound or outbound call.
- Update and complete tasks that have been assigned by the supervisors or managers, aside from those received via phone or e‑mail; such as complaint follow‑ups, reassigned calls, etc.
- Coordinate shipment of equipment and ensure the effective fulfillment of objectives and deadlines assigned to the group.
- Assist internal customers with necessary documentation (e.g. pro‑forma invoice, RA, documentation).
- Conduct admin related tasks whenever necessary.
- Perform other duties as assigned.
Skills, Knowledge & Expertise
- 1–3 years front line customer service and/or software/hardware help desk role
- Strong customer service and organizational skills
- Experience working in a team environment
- Excellent written and verbal communication skills in English.
- Experience with Salesforce.com and/or SAP considered a plus.
Applicant Privacy Policy
Review our Applicant Privacy Policy for additional information.
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.
Seniority Level
- Mid‑Senior level
Employment Type
- Full‑time
Job Function
- Other
Industries
- Medical Equipment Manufacturing
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Customer Success Specialist employer: Align Technology
Contact Detail:
Align Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Specialist
✨Tip Number 1
Familiarise yourself with the dental industry and the specific challenges faced by dental practices. Understanding their needs will help you build rapport and demonstrate your value as a Customer Success Specialist.
✨Tip Number 2
Practice your communication skills, especially in handling customer inquiries and complaints. Role-playing different scenarios can prepare you for real-life interactions and show your ability to provide world-class customer care.
✨Tip Number 3
Network with professionals in the dental field or customer success roles. Attend relevant events or join online forums to gain insights and make connections that could lead to referrals or recommendations.
✨Tip Number 4
Stay updated on the latest trends in customer success and technology in the dental sector. This knowledge will not only enhance your conversations but also position you as a proactive candidate who is genuinely interested in improving customer experiences.
We think you need these skills to ace Customer Success Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Specialist. Familiarise yourself with the key tasks such as responding to customer inquiries and building relationships with dental practices.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service. Emphasise skills like communication, problem-solving, and teamwork, which are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success. Mention specific examples from your past experiences where you improved customer satisfaction or resolved issues effectively.
Showcase Your Soft Skills: In your application, highlight your interpersonal skills and ability to listen and communicate persuasively. These traits are essential for providing world-class customer care.
How to prepare for a job interview at Align Technology
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Success Specialist. Familiarise yourself with how to build long-term relationships with customers, as this will be a key focus during your interview.
✨Showcase Your Communication Skills
Since strong interpersonal and persuasive communication skills are essential for this role, prepare examples from your past experiences where you effectively communicated with customers or resolved their issues.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss how you've acted on the root of problems in previous roles. Think of specific instances where you provided effective support to customer inquiries and how that improved their experience.
✨Research the Company
Learn about Align Technology and its products. Understanding their mission and values will help you align your answers with what they are looking for in a candidate, showing that you're genuinely interested in the company.
