Customer Success Specialist

In this role you are mainly responsible for responding to dental professionals’ inquiries, complaints and requests about the Invisalign system. From handling their Invisalign inquiries to questions about their website.

The scope of the position includes working proactively within the business and with the customers to achieve a holistic solution for all involved in order to obtain the best customer satisfaction experience.

This position is a part of the Customer Success team but works with multiple departments within the organization, including: Sales, Logistics, Operations, Marketing, Clinical Support, Manufacturing, Finance, etc.
 
This is an on-site position located at our Wrocław office in the Psie Pole district. 

Key Responsibilities

• Reactively and proactively handle customer situations taking their questions / issues / concerns / complaints to resolution in a timely, patient, tactful and professional manner.

• Build long-term relationships with customers. 

• Provide on- and off-site education about our products and services.

• Participate in activities and projects designed to improve customer satisfaction and business performance.

• Contribute ideas on ways to resolve problems to better serve the customer, improve productivity and customer experience.

• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learnings with departmental peers and management. 

• Accurately and thoroughly document information in the company’s database about each contact following defined parameters.

• Maintain comprehensive knowledge of company processes, procedures and product information/materials as well as basic knowledge in orthodontic/dental concepts. 

• Meet departmental standards for personal and team performance metrics. 

• Perform other duties assigned. 

Skills, Knowledge & Expertise

• Bachelor’s degree and/or equivalent experience required

• 1 – 3 years’ experience in a customer based or related environment

• Excellent written and verbal communication skills in Polish and English is a must

• Customer-centric attitude and great communication skills

• Efficiency at managing demands including prioritization, responsiveness and keeping others informed.

• Confident in a tech environment and comfortable with software. Experience with Salesforce.com and/or SAP would be considered as a significant plus.

In this role, you will… 

• Handling calls and processing tickets from customers.

• Reactively and proactively handle customer situations taking their questions and concerns to resolution in a timely, patient, tactful and professional manner via phone and email.

• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learnings with departmental peers and management.

• Accurately and thoroughly document information in the company’s database about each contact following defined parameters.

• Maintain comprehensive knowledge of company processes, procedures and product information/materials.

• Meet departmental standards for personal and team performance metrics.

Job Benefits

• Private healthcare Luxmed,

• Multisport card,

• Private insurance,

• Meal vouchers,

• Co-financing of company products,

• Employee Support Program. 

Additionally, the position is eligible for a performance bonus.
The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products. The range of additional benefits may vary depending on the position level, nature of work, and work location.
 
Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers
 
We encourage all candidates to review this document before moving forward in the recruitment process. 

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:

 Align Technology (Poland).pdf