SUMMARY:
A Customer care rep will be part of the customer support team responsible for making the customers experience the best it can be. The customer care rep often acts as the between the external and internal customers.


KEY DUTIES AND RESPONSIBILITIES, include the following. Other duties may be assigned:
•Handle internal and external enquiries and requests from 400 hotline , emails, website and Wechat.
•Log tickets in SFDC for 400 hotline calls.
•Handle and follow customer complaints.
•Create new orders of warranty defect, replacement Aligner, etc in Patient Central.
•PID cancellations and re-posting in Patient central by sales request.
•Follow up closely on open,aged orders and irregular order status.
•Coordinate with sales, clinical team for marketing events, customer training, etc.
•Assist project leader to follow up and monitor TFM accounts.
•Arrange weekly TFM review meeting.
•Check and update doctor enrollment file, sales, clinical and customer support touch points in TFM project forms.
•Conduct phone surveys and make on-site visits for TFM customers based on the touch points in SFDC.
•Follow up and escalate the customer feedback based on the survey and visit results.
•Upate the touch points in SFDC.
•Generate the report for TFM progress.
•Generate the report for suvery and visit results.
•Generate the report for the touch point status.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE
College degree or above, minimum 2 years working experience in call center or customer service function, clinical or medical device field are preferred.

LANGUAGE SKILLS
Excellent written English and Chinese.

COMPUTER SKILL:
Excellent computer skill on excel/word/PPT.

OTHER SKILLS AND ABILITIES:
Excellent problem solving skills.
Strong communication, interpersonal and coordination skills.

爱齐（上海）商贸有限公司是美国Align Technology Inc. 我们的产品为隐形牙套，是Align Technology专有的产品，在全球100多个国家销售，并于1998年通过美国食品药品管理局（FDA）审批。Align Technology Inc. 于2000年在美国纳斯达克上市，全球至今已经有几百万患者使用过Invisalign隐适美产品。
爱齐公司强调创新、以结果为导向、以客户与团队合作为中心、自我领导的能力与精神，为员工提供多元化的发展空间，并为员工创造学习、友好、合作、健康的工作环境。
我们在中国成立六年多，已经成功建立了市场品牌并开始商业运作，我们竭诚邀请充满工作激情，具有挑战精神的精英加入到我公司，共同创造你与公司的成功！