About this opportunity
As a customer success specialist you will: • Focus on building long-term relationships with doctors and dental practices • Contributing constantly towards providing world-class customer experience • Effectively educate customers in each interaction acting on the root of the problem • Providing effective and efficient support to customer’s queries • Contribute to the business growth consistenly with creativity and collaboration In this role, you will… Respond to customer inquiries, requests and complaints received via phone, e-mail, or any other communication channel. Initiate contact with customers; provide doctors and dental practices with proactive service, aiming at prevalence of outbound interactions Ensure timely resolution to customer inquiries, issues and complaints. Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management. Provide input regarding training needs to customer success manager of training and quality development; assist with development and presentation of information and training when requested. Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines. Meet departmental standards for personal and team performance metrics. Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters. Maintain a basic knowledge in orthodontic/dental concepts and topics. Participate in special projects and/or training when requested. Contribute ideas on ways to resolve problems to better serve the customer, improve productivity and customer experience; participate in activities and projects designed to improve customer satisfaction and business performance Offer solutions to issues that are often non-standard/non-routine and require some clarification. Possess comprehensive knowledge of company processes, procedures and product information/materials. Support Sales and other departments. In this role, you’ll need … BA degree. 1-3 years work experience in a customer based environment, benefit if medical device related. Strong interpersonal, listening and persuasive communication skills. To be willing to learn. To be a good team player To be a good problem solver The ability to work autonomously Excellent Spanish and English written and verbal communication skills Fluent in Portuguese