Straumann Is Hiring A Customer Care Specialist

Join Our Team as a Customer Care Specialist! 🚀

Become a vital part of ClearCorrect's commitment to exceptional customer experiences by supporting dental professionals with expert guidance, technical assistance, and seamless case management.

About the Role

The Customer Care Specialist plays a pivotal role in ensuring our customers receive high-quality service. As a member of our Customer Care team, you'll support dental professionals through technical expertise, effective communication, and proactive problem-solving. This position emphasizes a customer-centric mindset, teamwork, and continuous growth.

Role Purpose

To deliver professional, accurate, and timely support to ClearCorrect customers, creating a smooth and positive journey. Additionally, you will serve as a Subject Matter Expert, elevating team capabilities and enhancing our service standards.

Key Responsibilities

Customer Support & Technical Guidance

• Provide technical and operational support for the ClearCorrect portal, applications, and digital workflows.
• Assist with setting up and maintaining customer and collaborator accounts.
• Troubleshoot and resolve technical issues with accuracy and professionalism.
• Manage customer feedback, quality concerns, and service complaints following internal procedures.
• Respond to logistics and shipping inquiries to ensure timely and accurate deliveries.

Cross-Functional Collaboration

• Partner with Salesforce teams and other stakeholders to deliver consistent support.
• Utilize systems such as Salesforce Service Cloud, ClearComm, CAMDB, and other CRM platforms to manage cases and track progress.
• Contribute to team goals related to productivity, service quality, and customer satisfaction.

Continuous Improvement & Knowledge Contribution

• Act as a Subject Matter Expert for processes, systems, and workflows.
• Participate in knowledge sharing and support the onboarding of new team members.
• Identify opportunities to enhance customer experience, workflows, and internal processes.
• Provide constructive feedback and suggest procedural improvements.
• Maintain up-to-date knowledge of product developments, industry trends, and internal policies.

Required Skills & Competencies

• Strong customer-centric approach focused on service excellence.
• Ability to collaborate in a multicultural, fast-paced, team environment.
• Curiosity, adaptability, and dedication to ongoing learning.
• Critical thinking with the ability to give constructive feedback.
• Excellent organizational and prioritization skills.
• Capacity to handle multiple tasks and work under time pressure.
• Experience in customer service (preferred).
• Proficiency with Microsoft Office.
• Experience with CRM platforms like Salesforce, Zendesk is a plus.
• Strong analytical and numerical reasoning skills.
• Commitment to adhering to internal processes, quality standards, and compliance guidelines.

Language Requirements

• Professional proficiency in German, Dutch, or French is preferred.
• Fluent English is essential for communication and documentation.
• Ability to comprehend technical documents and produce clear written communication.

We value diversity and are committed to providing equal employment opportunities to all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Details

Type: Full Time