Customer Success Specialist

Customer Success Specialist

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Turkey

Reporting To: Yağmur Gündoğdu

As Customer Success Specialist you help the Invisalign Doctors with all the process situations they can come up with. From handling their Invisalign inquiries to questions about their website. In addition, you support our sales team and proactively call customers to educate and guide on our systems. Also you solicit for feedback, inform our customers on promotions/ events and any issues that might arise.

With your experience in a customer based environment, you make sure the customer is satisfied. You will do this by responding and interacting in a timely, patient, tactful and professional manner. This also means a great opportunity for you to participate in activities designed to improve customer satisfaction and business performance.

• Respond to customer inquiries, requests and complaints received via phone, e‑mail, or any other communication channel.
• Initiate contact with customers; provide doctors and dental practices with proactive service, aiming at prevalence of outbound interactions.
• Ensure timely resolution to customer inquiries, issues and complaints.
• Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from customers and share learning’s with departmental peers and management.
• Provide input regarding training needs to customer success manager of training and quality development; assist with development and presentation of information and training when requested.
• Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
• Meet departmental standards for personal and team performance metrics.
• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
• Participate in special projects and/or training when requested.
• Contribute ideas on ways to resolve problems to better serve the customer, improve productivity and customer experience; participate in activities and projects designed to improve customer satisfaction and business performance.
• Offer solutions to issues that are often non‑standard/non‑routine and require some clarification.
• Possess comprehensive knowledge of company processes, procedures and product information/materials.
• Support Sales and other departments.

• 1 – 3 years’ experience in a customer based or related environment.
• Excellent written and verbal communication skills in English (spoken, written, reading) and native Turkish.
• Experience in a Windows environment where you worked with computer applications such as work processing, spreadsheet and database programs. Experience with  and/or SAP would be considered as a significant plus.
• The ideal candidate possesses strong interpersonal, listening and persuasive communication skills to give the best advice to our customers.
• You naturally strive for the best performance and you have the willingness to learn. Additionally you are a good team player, dynamic, optimistic, accurate, result oriented, hard‑working and creative.