iTero Customer Service Representative (Pipeline Req)

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 Update and inform about incorrect or outdated customer and patient’s information, found on any of the customer databases.Competent in the use of the customer support phone and data systems and the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