Customer Service Specialist

The Customer Service Specialist is responsible for delivering high‑quality customer support and service by acting as a primary point of contact for customer enquiries and support requests. This role focuses on resolving issues efficiently, providing accurate and timely information, and ensuring a positive and consistent customer experience across all service interactions. The position works collaboratively across departments and contributes to improving customer experience, service processes, and overall customer satisfaction.

Key Responsibilities • Serve as a primary point of contact for customers, responding to Invisalign and iTero enquiries across all supported channels. • Manage and resolve first‑line customer support tickets in line with established processes and service level expectations. • Provide clear, accurate, and professional responses to customer questions, issues, and requests. • Escalate complex or unresolved issues appropriately, ensuring effective follow‑up and communication. • Build strong and professional relationships with customers to support long‑term satisfaction and trust. • Act as the Voice of the Customer by sharing insights, feedback, and improvement ideas with relevant teams. • Work closely with internal stakeholders including Manufacturing, Marketing, Education, Sales, and Clinical Support to ensure smooth end‑to‑end customer journeys. • Partner with the commercial organisation to support a consistent and high‑quality customer experience. • Contribute to local and regional initiatives aimed at improving frontline support processes and best practices. • Support cross‑functional projects as a Customer Success representative or contributor. • Assist with innovation and improvement initiatives by providing customer insights and operational feedback.

Skills, Knowledge & Expertise EDUCATION: • Bachelor’s degree or equivalent relevant experience in Customer Support, Customer Success, or a related discipline.

EXPERIENCE:

• 2-4 years of relevant experience in a customer service, customer support, or customer success role. • Experience working in a fast‑paced, customer‑focused environment is preferred. REQUIRED SKILLS AND ABILITIES : • Strong customer focus with a commitment to delivering high‑quality service. • Excellent verbal and written communication skills. • Ability to manage multiple priorities, maintain responsiveness, and meet deadlines. • Strong problem‑solving skills and attention to detail. • Effective stakeholder management skills, both internal and external. • Comfortable working with systems, processes, and defined workflows. • High sense of accountability and ownership for assigned tasks. • Team‑oriented mindset with a collaborative approach. • Analytical thinking and basic business awareness. • Appropriate sense of urgency and adaptability in a dynamic environment.