Customer Service Agent

Responsibilities

• Handle customer inquiries via phone, email, chat, and SMS to support pre-sales and post-sales functions for Invisalign products
• Document all customer interactions and details accurately within the CRM database
• Manage requests including general inquiries, order status, order processing, and account updates
• Perform initial product diagnostics and manage return processes or credit requests
• Follow up on customer cases until proper resolution is achieved
• Report complaints and product safety issues according to company guidelines
• Maintain consistent performance against established KPIs and complete required quality management training

Requirements

• High School Degree (Technical Degree is a plus)
• 0-2 years of related experience in customer service
• Proficiency in English (Bilingual English-Spanish, C1 level)
• Understanding of CRM systems (Salesforce.com experience is preferred)
• Proficiency in Microsoft Office Package (Excel, Word, PowerPoint)
• Strong computer, internet, and email literacy

Benefits

• Health and well-being programs
• Employee-exclusive discounts on Invisalign products
• Learning opportunities and individual development support
• Inclusive, global workplace culture

About the Company

Align Technology is the industry leader and innovator in medical devices, revolutionizing the dental and orthodontic industry. As the makers of Invisalign®, we are dedicated to transforming smiles and changing lives through digital dentistry and cutting-edge technology.