Bring innovation to life

The objective of the Position:

Responsible for providing 1st level support and inquiry to customers globally

Your role

Responsibilities:

Main Task:

• Independent process-compliant transfer of customer inquiries from the Global Customer Care from the available communication channels, if necessary upgrading of the automatically generated cases through targeted inquiries according to process specifications.
• Creation of cases in the available CRM system either Clinical, Laboratory Materials, or Digital
• Steer non-regulatory cases to the appropriate sub-process.
• Independently provide process-compliant support to customers using provided documentation and other tools from the system.
• Process-compliant (according to WI or further specifications) triggering of sub-processes within the scope of solution finding in the available CRM system.
• Complete process-compliant case logging in the CRM system available.
• Forwarding of the case to the technically correct 2nd level support if necessary, as well as the further support of the case according to the process specification

Other tasks within the scope of the main task:

• Participate in respective available Shopfloor meetings to create transparency, with independent reporting as directed by the Board.
• 1st level support staff are responsible for the operational support of the telephone switchboard
• Taking over the telephone hotline outside business hours or, if required, by arrangement in the form of a stand-by service (emergency service)

Additional Tasks:

• Assist other Aftersales departments with determining customer-related tasks.
• Assumption of any assistance tasks that may arise.

Your profile

Qualifications:

• Completed the Degree in Dental Technology with a minimum of 5 years experience as a Dental Technician
• 2-3 Experience in dealing with customers/telephone support.
• Customer-friendly approach to telephone consultations Ability to work in a team, high-stress resilience.
• Average to good communication skills
• Open ONLY for residents of the Philippines

What we offer

• A global, purpose-driven company with 3,700 employees.
• A culture of innovation and collaboration.
• Learning and development tailored to your growth.
• Attractive benefits.