Description : Role expectations : In this role, you will

- Collect, direct the questions, complaints and issues from customers to the relevant departments to get them answered and solved in a timely manner
- Competent in the use of company systems to support in treatment status and sales status follow up
- Assist clinical support team with treatment plan evaluation, any technical issues etc
- Lead projects or activities (Incl CX surveys) designed to improve customer satisfaction and business performance
- Manage customer escalations and follow up for prompt resolutions and customer satisfaction
- Establish work objectives, implementation and plan and process related SOP and review periodically for continuous improvement
- Perform quality control audits to ensure accuracy of all records required
- Set up department assessment KPIs and monitoring dashboard
- Review Department work accuracy and efficiency
- Compile data & provide Operations Manager with periodical reports/updates with proposal on related preventive improvement actions
- Assist in/collaborate with relevant stakeholders in the development of new programs and changes to existing programs to improve existing methods and procedures for the purpose of eventually improving customer experience
- Assist Sales Team with query responding and any insights as needed
- Support sales and marketing department in database input with marketing info, client contacts info
- Competent in the use of the customer support phone and sales force data systems and the corporate web site
- Maintain a basic knowledge in orthodontic/dental concepts and topics
- Support marketing in Promo launches and T&Cs; in Operations perspective
- Participate in special projects and/or training when requested
- Excellent analytical skills with experience in Data Analysis and reporting





What we're looking for : In this role, you will need

Experience

- MNC background with experience in Operations, Customer Service/Experience
- 5+ years of experience in customer service within a medical device customer-based environment is preferred

Education

- Graduate / Postgraduate

Skills

- Fluency in English
- Ability to read and interpret basic documents and write routine reports
- Ability to communicate effectively with internal and external customers
- Patience, Attentiveness, Ability to handle surprises, Empathy, Willingness to Learn, Tenacity, Persuasion Skills, Operational flexibility

Other Details...

- 1 Year Contract role (renew based on individual performance)
- Location: Andheri East, Mumbai
- Work Days: Monday to Sunday (Rotational Week Off)
- Timings: 8.30 AM till 7.30 PM (Flexible 9 Hours)

About Align Technology : Your growth and well-being : At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:

- Health and well-being programs to keep you thriving in both body and mind.
- Employee-exclusive discounts on Invisalign products.
- Learning opportunities through online learning resources and support for your individual development plans.
- Inclusive,



global workplace that fosters collaboration, recognition and belonging.

Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align : We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking current experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.

As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to

📌 Customer Support Officer (1 Year Contract) (Mumbai)
🏢 Align Technology
📍 Mumbai