Customer Care Specialist

Responsibilities

• Customer Support: Provide exceptional customer service to patients, dental professionals, and partner practices via phone, email, chat, and other communication channels.
• Order Management: Manage orders via SAP, including processing new orders, tracking shipments, handling claim, and resolving any issues related to orders or delivery in a timely manner.
• Product Knowledge: Develop a deep understanding of ClearCorrect products, including clear aligners, treatment processes, and software systems, to effectively address customer inquiries and concerns.
• Issue Resolution: Investigate and resolve customer complaints, concerns, or technical issues promptly and professionally, ensuring a positive customer experience.
• Documentation: Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using Zendesk software or other tracking systems. Document customer feedback and trends to identify areas for improvement in products or services.
• Education and Guidance: Provide guidance and education to customers on ClearCorrect products, treatment procedures, and aftercare instructions as needed.
• Cross-functional Collaboration: Collaborate with other departments, such as sales, marketing, Operation and Finance, to address customer needs and improve overall customer satisfaction. Provide insights and feedback to internal teams based on customer interactions and feedback.
• Process Improvement: Identify opportunities for process improvement and contribute to the development of customer support procedures, documentation, and training materials.

Qualifications

• Education: Bachelor's degree in business, communications, healthcare, or a related field preferred.
• Experience: Prior experience in customer service, preferably in a healthcare, dental, or medical device setting. Experience with dental or orthodontic terminology and procedures is a plus.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate effectively and professionally with customers and internal stakeholders.
• Problem-Solving Skills: Strong problem-solving and critical thinking skills, with the ability to quickly analyze issues and identify effective solutions.
• Customer Focus: Demonstrated commitment to providing exceptional customer service and maintaining positive customer relationships.
• Technical Aptitude: Comfortable using computer systems, SAP, Zendesk software, and other technology tools to manage customer interactions and inquiries.
• Team Player: Ability to work collaboratively in a team environment, supporting colleagues and contributing to team goals.
• Adaptability: Flexibility to adapt to changing priorities, customer needs, and business requirements in a fast-paced environment.
• Fluency in English
• Empathy and Patience: Being able to empathize with customers' concerns and demonstrate patience in resolving their issues or answering their questions, especially during stressful situations.
• Continuous Learning: Willingness to stay updated on industry trends, best practices in customer service, and advancements in ClearCorrect's products and services through training and professional development opportunities.
• Flexibility to work occasional evenings, weekends, or holidays as needed