• Job Description

  Req#: 39892

  Join a team that is changing millions of lives.

  Transforming smiles , changing lives.

  At Align Technology , we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

  Ready to join us?

  About this opportunity

  Responsible for effectively, efficiently and promptly handling doctors’ inquiries, requests and complaints regarding the Scanner available services or products and related services, via phone calls and/or emails to achieve customer satisfaction. They are focus on pursuing first call resolution, by using their knowledge or reaching out to the support staff as needed.

  In this role, you will…

  • Respond to requests, questions and issues received from customers via phone and/or email; regarding topics like: submission process, scanning assistance, account management, Order status (cases, fulfillment items, Scanners), remill, redirects, general inquiries on our products, and others; to achieve great customer satisfaction
  • Ensure timely resolution to customer contact issue whether it is an e-mail, inbound or outbound call.
  • Update and complete tasks that have been assigned by the managers, aside from those received via phone or email; such as complaint follow-ups, reassigned calls, etc.
  • Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning with departmental peers and management.
  • Possess comprehensive knowledge of company procedures and product information/materials.
  • Interact with customers and fellow employees in a timely, patient, tactful and professional manner to secure high quality offering of iTero scanner and related services to current and potential clinician customers. Handle difficult or sensitive issues following department guidelines.
  • 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 handled (email, inbound and outbound calls), following defined parameters. Generate the appropriate task, assignment; follow up, note or resolution for each contact.
  • Update and inform about incorrect or outdated customer and patient’s information, found on any of the customer databases.Competent in the use of the customer support phone and data systems and the corporate web site
  • Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
  • Participate in special projects and/or training when requested.
  • Make proper use of company resources.
  • Ensures the effective fulfillment of objectives and deadlines assigned to the group.
  • Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
  • Participate in proactive team efforts to achieve departmental and company goals.
  • Perform other duties as assigned.

  In this role, you’ll need …

  REQUIRED EXPERIENCE

  • Related experience and/or training; or equivalent combination of education and experience in contact centres is preferred.
  • Knowledge or experience in dental and orthodontic treatments is a plus, but it is not required.
  • Experience of techinical support and/or SFDC is a plus

  LANGUAGES

  • Must be highly fluent in Japanese, excellent verbal and written communication skills.
  • Intermediate level in English

  SKILLS /COMPETENCIES

  • Minimum 4 years of related experience.
  • Must have good interpersonal skills and the ability to work cross-functionally.
  • Ability to focus attention to detail.
  • Ability to consistently follow through with projects to completion.
  • Ability to perform in a fast-paced, highly customized manufacturing environment.
  • Strong interpersonal, problem solving, organizational and prioritization skills are essential.
  • Must be self-motivated and initiating.
  • Advanced PC skills.
  • Be supportive to customers and peers

  WORK SCHEDULE / HOURS

  Regular business hours. Some outside hours in evenings and weekends, and travelling may be required from time to time

  Sound like a good fit?

  Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.

  About Align

  Align Technology is a publicly traded medical device company that is transforming smiles and changing lives . Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.

  By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.

  We respect your privacy. Please review our Applicant Privacy Policies for additional information.

  Global Diversity Statement:

  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 will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. 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.

  Equal Opportunity Statement

  It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.

• About the company

  Align Technology is a manufacturer of 3D digital scanners and the Invisalign clear aligners used in orthodontics.

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