Department: Customer Support

Location: EMEA-Poland

Compensation: zł6,000 / month

Associate Customer Care Representative I

The Associate Customer Care Representative I should interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions for Align products. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. We should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to general inquiries, orders / product status, order processing, update of account and systems management, initial product diagnostic and / or equipment replacement, return process and credits requests. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy.

Key Responsibilities

• Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
• Be responsible for handling all customer interactions with professionalism and within the defined response timeframe.
• Follow up on their cases until proper resolution.
• Document all interactions including all details required in the correspondent CRM.
• Report on complaints and product safety.
• Achieve a consistent performance considering all KPIs requirements.
• Comply with deadlines on QMS courses.
• Adherence to company quality policies and guidelines.

Skills, Knowledge & Expertise

• High School Degree.
• Proficiency in English (min. C1 level).
• Salesforce.com knowledge and understanding of CRM as a plus.
• General knowledge in Customer Service.
• Microsoft Office Package knowledge (Outlook, Power Point, Excel, Word).

Job Benefits

• Private healthcare Luxmed
• Multisport card
• Private insurance
• Meal vouchers
• Co‑financing of company products
• Employee Support Program

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.