Customer Support Representative

We are looking for a Customer Support Representative to join us in Malaysia.

Key Responsibilities

In this role, you will…

• Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
• Competent in the use of company systems to support treatment status and sales follow up
• Collaborate with other departments to provide solutions for customers.
• Identify and escalate issues that require additional attention.
• Provide feedback to management on customer trends and recurring issues.
• Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
• Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
• Stay up-to-date on company products, policies, and procedures.
• Maintain a basic knowledge in orthodontic/dental concepts and topics

Skills, Knowledge & Expertise

In this role, you’ll need …

• Bachelor’s degree
• 3 to 5 years of experience in customer service
• Ability to focus attention to detail
• Ability to consistently follow through activities and projects to completion
• Ability to perform in a fast-paced environment
• Ability to act and speak with confidence
• Ability to work independently and as part of a team
• Excellent organizational and time management skills
• Possess a service excellence mindset
• Possess a strong customer focused orientation with good interpersonal skills
• Proficiency in customer service software and strong computer skills.
• Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
• Provide support to audit processes and quality management system as required
• Willingness and ability to work on weekends as needed.