Respond to dental professionals' inquiries and complaints about the Invisalign system via phone and email. Build long-term customer relationships, provide on- and off-site product education, document contacts in the company database, identify trends, collaborate cross-functionally to resolve issues, and meet team performance metrics while maintaining basic orthodontic/dental knowledge.
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.
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.
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
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
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