Customer Care Specialist - OrthoCustomer Care Specialist - Ortho

About Straumann

The Straumann Group unites global reach, experience and innovation with passion and commitment for uncompromising quality, making enhanced dental healthcare available and accessible to customers and patients around the globe. The group unites global and international brands that stand for excellence, innovation, and quality, including Straumann, Neodent, Anthogyr, Medentika, ClearCorrect, and other fully- or partly owned companies and partners.

With more than 10,000 employees worldwide, the Group develops, manufactures, and supplies dental implants, instruments, biomaterials, CADCAM prosthetics, digital equipment, software, and clear aligners for applications in replacement, restorative, orthodontic and preventive dentistry. As a total solution provider, we take a holistic approach, offering training, support, and a wide range of services to dental practitioners, clinics, and laboratories all over the world.

People and culture are the Straumann Group’s greatest assets; they are the keys to high performance and sustainable success. We strive for a culture that builds trust and collaboration, fosters diversity, embraces change, promotes agility, learning and innovation, creates opportunities, allows people to make mistakes and encourages them to take both responsibility and ownership. The fundamental driver of our culture is the player-learner mindset, which we seek to inspire and nurture every employee.

Position Summary

This position reports directly to the Ortho Customer Support Manger, APAC and will work in close alignment with the Australia and New Zealand ClearCorrect commercial team as well as the Global Customer Care Team.

As Customer Care Specialist, you are responsible for communicating and connecting with our customers. Every day you work diligently to provide excellent service and support to customers and sales team members regarding questions, requests and the daily operation regarding ClearCorrect cases, hence supporting and developing the business from a support role. In this role you will display advanced customer service skills to manage complex topics and situations, drive best practices, and ensure high-quality support consistently.

Key Responsibilities

• Cross-team and department collaboration to ensure a world-class Doctor experience with ClearCorrect
• Reaching out to Doctors and account representatives as required to handle issues, provide insights and ensure quality treatment outcomes
• Monitor and improve main area statistics: Satisfaction, First Response Time & Resolution Time
• Inspect feedback and audit to maintain high service levels
• Logging quality and operation issues via a variety of tools and ticketing software along with ensuring timely resolutions
• Monitor and improve main area statistics: Satisfaction, First Response Time & Resolution Time
• Partner with Treatment Success Managers and Clinical Advisors to drive world-class Doctor experience across all areas
• Assist with inbound queries and email overflow as required
• Attends and contributes to regular team and company meetings to stay up to date on relevant information

Qualifications

• Minimum 3-5 years of customer service experience, with demonstrated record of handling complex cases and managing escalations .
• Bachelor’s degree or related experience preferred
• Customer-centric attitude
• Enthusiastic about providing excellent support and service and incorporate feedback to relevant teams
• Must be motivational, personable, and able to drive results
• Adaptable: Must be able to adapt to changes with short notice
• Must be able to handle a high volume of calls, chat, and email traffic both inbound and outbound
• Language skills: ability to read and interpret training documents, safety rules, and procedural documents

Communication Skills

• Ability to communicate correctly and clearly with all customers.
• Strong comprehension skills—ability to clearly understand and articulate issues.
• Works successfully in a team environment as well as independently.
• Experience in providing training or guidance within customer service topics is advantageous

Customer Focus & Problem Solving

• Organised and detail orientated
• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment.
• Effective problem-solving skills including decision making and immediate prioritization of task as assigned
• Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

Computer Knowledge/Skills

• Proficient in Microsoft Office (Excel, Word, Outlook).
• Preferably with SAP and Salesforce knowledge.
• Experience using CRM tools to manage escalations and track customer satisfaction metrics is advantageous.