Customer Service Specialist for EMEA Service Centers

Vor 3 Tagen

Munich, Bayern, Deutschland Straumann Group Vollzeit
Job Description:

Straumann Group is seeking a highly skilled Customer Service Specialist to join our EMEA Service Centers team. As a key member of our CCS Global Support team, you will be responsible for providing exceptional customer service and technical support to dental professionals across Europe, the Middle East, and Africa.

Key Responsibilities:
  • Provide active 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 and ensure the 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.
  • 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.

Requirements:
  • Dental background as a dentist, dental technician, or related academic degree.
  • Experience in Customer Care related activities, as per 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.

What We Offer:
  • 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, etc.

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