Customer Support Agent

Join a team that is changing millions of lives.

Transforming smiles, changing lives

 At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible.

Ready to join us? 

About This Opportunity

• This position is responsible for handling various inquiries except for clinical matters, internal and external, for Align Technology in Japan.
• Responsibilities fall in four broad categories but may not be limited to:
• Providing professional support to current and potential clinician customers in Japan.
• Handling requests from customers to proceed with the treatments in a timely manner.
• Troubleshooting various issues/complaints to secure high-quality offering of the Invisalign System and related services
• Making an announcement related to various issues/incidents related to Invisalign System to all customers

In this role, you will…

• Responsible for promptly responding to customer inquiries and complaints received via phone, fax, e-mail, or letter while evaluating the nature of the contract, determination of the appropriate response, and/or action to resolve the customer’s need.
• Provide professional support in executing and maintaining the Company’s customer support infrastructure and activities in Japan to secure a high-quality offering of the Invisalign® System and related services to current and potential clinician customers and consumers in Japan.
• Have interaction with customers and fellow employees in a timely, patient, tactful, and professional manner. Handle difficult or sensitive issues following company guidelines.
• Ensure timely resolution to customer contact issues whether in-bound or out-bound.
• Troubleshoot issues end-to-end—working with the dentist and orthodontist to resolve situations
• Be alert to trends in requests and issues reported by customers.
• Research information to answer inquiries from customers and share learning with departmental peers and management
• Possess comprehensive knowledge of company procedures and product information/materials
• Meet departmental standards for personal and team performance metrics
• Adapt to changing departmental or job responsibilities
• Work cooperatively with team members to solve day-to-day customer issues and provide support, within agreed to guidelines and policies, to accomplish assigned responsibilities. Alert to trends and new customer topics, proactively updates other internal staff members to ensure prompt action and appropriate resolution.
• Meeting departmental standards for personal and team performance metrics including, but not limited to, contact volume handled turnaround time and quality.
• Assisting in and participating in ad hoc, special projects and/or training events when requested.
• Follow internal and external Company compliance guidelines and standard rules of conduct. Maintain compliance to regulatory and statutory laws of Japan and other relevant overseas laws and statutes.
• Propose ideas for procedures and processes to improve service and customer satisfaction, and overall department improvements
• Manage applications from customers of various promotions to execute the accurate operation

In this role, you’ll need …

• In performing this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required (or need to be developed).
• Always be supportive to customers and peers
• Good adaptability
• Highly Organized
• Takes initiative
• Highly motivated to learn new things
• Independent and able to work autonomously
• Strong time management skills
• Task-oriented-quick to respond
• PowerPoint, Excel, Word, and general computer environment knowledge
• EDUCATION And/or EXPERIENCE
• Experience in customer-facing roles and responsibilities.
• Expert/Native level in Japanese is a must.
• Pre-Intermediate level in English (mainly use English by email).
• University degree or equivalent.

WORK SCHEDULE / HOURS

The normal work hours and days assigned to this position are: Mon-Fri 9:00 am to 5:45 pm.