Customer Experience Specialist Job at DentalMonitoring (Sydney)

Job Description

DentalMonitoring is a MedTech scale-up in a fast-growing medical field. We are looking for new talent to join our team! If you are a Customer Experience Specialist with at least 2 years of experience in a customer service role or a similar customer-facing role, you can help shape the next generation of AI-driven orthodontic care, used by 10,000+ doctors worldwide.

Job Responsibility

Be the main point of contact for DM customers and respond to their inquiries by providing timely and accurate responses via various communication channels (email, phone, instant message, appointments, etc.)
Identify and resolve customer issues or concerns in a professional and efficient manner
Develop in-depth knowledge of our software and provide informative support and tailored recommendations to customers
Maintain accurate customer interactions records, steps taken to solve issues and databases up to date in the customer relationship management (CRM) system
Share customer feedback and insights with internal teams (sales, marketing, product, R&D, etc.) to contribute to the overall success and integration for DM customers, as well as contribute to product, sales processes, or DM roadmap improvements
Customize new office accounts once the sale has been completed
Drive a seamless customer experience that creates positive sentiment for our brand, improving overall customer satisfaction
Perform metric analysis, user activities reports, monitor usage and engagement indicators to identify and analyze training and development needs
Maintain excellent communication and service quality with customers to foster long-term engagement

Requirements

At least 2 years of experience in Customer Service role or a similar customer-facing role
Knowledge of new technologies, particularly on sales tools, social media and communication tools, softwares and application (Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software)
Exceptional problem-solving skills
Excellent communication skills, both written and verbal
Ability to effectively convey complex information
Ability to remain calm and composed in stressful or tense situations
Positive and proactive attitude, service-oriented
Strong attention to detail and organizational skills, ability to manage multiple tasks and prioritize them
Fluent in English and German

Nice to have

Clinical Orthodontic experience
Experience in a scale-up environment where you can demonstrate versatility and take initiative
Knowledge of Gmail (including Google Suite/Google Docs), CRM/Salesforce, Excel, and Apple Mac products

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