Customer Service Specialist for EMEA Service Centers
vor 4 Wochen
We are seeking a highly skilled Customer Service Specialist to join our EMEA Service Centers team. As a key member of our global support team, you will be responsible for providing exceptional customer service and technical support to dental professionals in the EMEA region.
Key Responsibilities- Provide proactive and reactive 1st-level remote support to customers regarding inquiries related to centralized production sites, usage, applications, and administrative topics.
- Be the key contact person for all support topics related to 'centralized production sites', from usage to data management and internal Straumann applications.
- Troubleshoot issues, log, register, document, and record every customer interaction in the respective ticketing tool, ensuring attendance of Support KPIs and CSAT.
- Drive customer satisfaction through timely, thorough, and accurate responses.
- Run daily system checks, including CAM DB, ticket tool, technical system usage, ordering, and connectivity with different software pieces.
- Work closely with the product core team, focusing on after-sales support and the support journey.
- Communicate with the 2nd level and project core team to ensure the achievement of the communication flow and continuous improvement of the solution.
- Dental background as a dentist, dental technician, or related academic degree.
- Experience in Customer Care related activities, such as customer support, customer service, or other aftersales roles.
- Experience in dental digital technology, such as dental CAD/CAM systems like 3Shape and Exocad.
- Fluent in German and English (other languages are an asset).
- Strong customer focus and customer service skills.
- Familiarity with technology and software.
- Advantageous: Good understanding of clinical workflows in practices, experience in providing customer support for a SaaS or Cloud-based product, and experience with CRM and back-end systems.
- Short decision-making processes and a friendly, competent team of technology enthusiasts.
- Modern office with a familiar working atmosphere.
- Hybrid work model.
- 30 days of vacation.
- Individual further training opportunities.
- Numerous benefits, including team breakfast, free drinks/fresh fruit, Job-Bike, company health insurance, in-house language courses, subsidized child care, public transport, team events, and more.
Straumann Group is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national origin, age, veteran status, or disability unrelated to job requirements.
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