Orthodontics Customer Care Specialist - French & English

About Straumann

The Straumann Group unites global reach, experience and innovation with passion and a commitment for uncompromising quality, making enhanced dental healthcare available and accessible to customers and patients around the globe. In 2017 Straumann entered the highly attractive market for Clear Aligner to support its strategy as becoming the leading provider for esthetic dentistry solutions. To achieve this step, the Straumann Group acquired the US-based company ClearCorrect.

Summary of position

Whilst Straumann is the market leader in dental implants, we are looking for talents to build a new market segment in Orthodontics across EMEA region. In this endeavor, Customer Care Specialist is the company's front line when it comes to communicating and connecting with our customers. Every day we work diligently to provide excellent service and support to Customers and account representatives regarding ClearCorrect cases, IT issues, merchandise, billing, and general questions.

About The Role

• To provide Excellence service to ClearCorrect customers (Doctors, Orthodontist, dental providers etc....) including but not limited to the following:
• Technical support for accessing and using ClearCorrect web portal, software, and mobile applications to ensure smooth user experience, optimal outcome, and customer satisfaction.
• Helping Customers and accounts representatives to open and maintain doctors' and collaborators' accounts in ClearCorrect portal.
• Troubleshooting customer technical issues.
• Handling Customer feedback and quality complaints.
• Management of logistics and shipping issues.
• Handle internal communications and administrative processes including but not limited to the following:
• Collaborating with salesforce and across departments to ensure a best possible customer experience.
• Administration using support systems such as Zendesk ticket system/Service Cloud, ClearComm, camdb,, CRM, etc.
• Accomplish weekly productivity, efficiency, and customer satisfaction goals.
• Attend and contribute to team and company meetings to stay up to date on relevant information.
• Continually work to increase knowledge of orthodontics, industry trends, and company processes.

About The Ideal Candidate

- Ability to work in a team collaboration environment.
- Excellent interpersonal and written communication skills.
- Fast learner.
- Problem-solving mentality.
- Ability to prioritize tasks.
- Excellent multitasking ability.
- Previous customer service experience is an asset.
- Adequate computer skills, including PC/Mac, Microsoft Office essential.
- Experience working with CRM tools
- Numerical and reasoning skills required.
- Comfortable with office work, with the possibility to work 2 days a week from home. Office location is Madrid.
- Ability to meet deadlines.
- Work in compliance with internal policies and company guidelines always.

Language Skills

• Bilingual or native French & Professional English is required.
• Ability to read and interpret technical forms, training documents, safety rules, operating manuals, maintenance instructions and procedural documents.
• Ability to write routine reports and correspondence, in French and English.

Additional Information

All your information will be kept confidential according to EEO / GDPR guidelines. The Straumann Group is proud to be an equal opportunities organization. We truly value diversity in all its forms recognizing that to truly deliver value to our patients, we must reflect our patient diversity in our internal workforce. Together we are creating smiles and restoring confidence.