Customer Support Officer

Customer Support Officer

Align Technology is a leader in orthodontic technology, known for the Invisalign system. We seek a coordinated, customer‑focused addition to our team at our Solaris Mont' Kiara office in Kuala Lumpur.

Location : APAC‑Malaysia

Department : Customer Support

Description 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.

Key Responsibilities

• 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 in treatment status and sales follow‑up.
• Collaborate with other departments to provide solutions for customers.
• Identify and elevate 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 handled following defined parameters.
• Stay up‑to‑date on company products, policies, and procedures.
• Maintain a basic knowledge of orthodontic / dental concepts and topics.

Skills, Knowledge & Expertise

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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.

Seniority level : Mid‑Senior level

Employment type : Full‑time

Job function : Information Technology

Industries : Medical Equipment Manufacturing

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