CUSTOMER SERVICE ASSOCIATE – DACH & NL

CORPORATE SUMMARYSmile matters.Angelalign Technology Inc. (hereinafter referred to as the "Angel Aligner" or "we") is a global service provider of clear aligner technology, production and sales. Since founded in 2003, we have been working on developing high-tech products to bring beautiful smiles and confidence to people around the world. Angelalign Technology Inc. (6699.HK) was listed on the HK exchange in June 2021. Over the past 20 years we maintain a productive corporate-academic partnership with many different orthodontists and universities around the world, and our R&D team has made tremendous breakthroughs in many fields, to ensure that Angel Aligner is at the cutting edge of technology and product development. Over 150 patents have been obtained in respect of processing, clear aligners, manufacturing and 3D printing technology. Now, we operate one of the largest 3D printing facilities in Asia and the first fully automated manufacturing facility for clear aligners in the region. Since 2017, we have been the partner of National Sports Training Center, providing training supplements for National Team athletes. Close to one million patients have been treated with our aligners. This database of cases combined with advanced machined learning and comprehensive neural networks allows us to improve treatment outcomes and predictability for every patient.We will forge ahead with the innovation-driven development strategy and give an impulse to the industrial development through advanced clear aligner materials, biomechanics, massive orthodontic database and artificial intelligence technology. We will continue to put the patient and the clinician first and work together with doctors to improve the efficiency and accuracy of tooth movement for the bettering of the orthodontic treatment experience and the brightest smiles. IMPORTANT NOTEOnly German-speaking candidates will be considered for the role.DESCRIPTIONWe are looking for a Customer Service Associate to support our customers from the DACH region as well as The Netherlands, who are premium orthodontists, recognized for their expertise and willing to step into a more advanced level of their patients’ treatment.This position is not an administrative role. You will be the interface of the company and will act as an advisor. You will assist doctors in their daily needs and ensure that their dental office is running efficiently, and patients are served with reactivity, respect and according to their expectations. The CS associate will represent Angel Aligner full digital portfolio suite, during their daily work in direct contact with doctors. RESPONSIBILITIESOpen, validate and maintain customers’ accounts in our systemsAnswer as quickly as possible incoming requests from customers through different channels (email, phone, website…) to achieve the best resolution, delivering strong customer experienceSupport customers facing technical difficulties in processing online orders and solve digital issues, related to the treatment and ordering platform (file upload, modification of treatments, needs for refinements…)Introduce the fundamentals of the product portfolio and solution’s benefits while escalating needs for additional training to the technical and clinical teamsProvide information about the status of deliveries/shipment in a timely and constructive mannerHandle customer complaints, raise issues through our systems, monitor them until full resolution and deliver accurate communication to customerCollect and transfer customer’s information and feedback to raise company’s knowledge and understanding of their customer baseDevelop and document knowledge into helpful content (participate to the creation of helpful content for customers) while regularly reviewing data in the CRMMonitor and improve key performance indicators like NPS to raise customer’s satisfaction and experienceMonitor accounts receivable and cash receipt reportsMaintain log of payment promises and pertinent account details, and schedule follow-up communication with account holderPrepare periodic reports as assignedREQUIRED SKILLS AND QUALIFICATION Solution-oriented mindset: able to move quickly to a solution process after identifying the root cause of a problemExcellent verbal and written communications skills with an outstanding customer-facing attitudeHigh capacity to demonstrate and communicate empathy while managing complex situations with customersAbility to digest, to comprehend and verbalize basic technical product information, related to company and industry products.Strong appetite for innovative technologies and comfortable in digital environmentsFamiliar with international freight and transportation rules and regulationsAdvanced listening and interpersonal skillsOutstanding organizational and time management skillsPrevious experience within the medical devices, life sciences or dental industry (preferred)High School degreeLANGUAGE SKILLS Fluent in EnglishNative or fluent in GermanAdvanced knowledge of 2 other EU languages (Spanish, Italian, French) is a PlusCOMPUTER SKILLSExcellent with Word, Excel, PowerPoint, and related design software (ADOBE).Experience in working with business management systems including CRM (DYNAMICS) and ERP (SAP).Knowledge of business intelligence tools to understand and create activity reports and dashboards is a plus.