SUMMARY

A Customer Support Officer will be responsible for making the customer's experience the best it can be. The customer support personnel often acts as the link between the external and internal customers.

JOB RESPONSIBILITIES:

Essential duties include but are not limited to the following:

• Responsible for effectively, efficiently and promptly responding to customer inquiries, requests and complaints received via phone, e-mail or mail to achieve customer satisfaction.
• Collect, direct the questions, complaints and issues from customers to the relevant departments for further resolving in a timely manner if needed.
• Assist clinical support with ClinCheck call review appointment set-up, treatment evaluation, speaker logistics arrangement and payment processing, research contract, training materials etc.
• Competent in the use of company systems to support in treatment status and sales status follow up.
• Support sales and marketing department in daily administration works (e.g. Maintain marketing info, clients contact info, patient records etc.) and reports. Competent in the use of the customer support phone and sales force data systems and the corporate web site.
• Maintain a basic knowledge in orthodontic/dental concepts and topics.
• Provide field visits to customers if needed.
• Conduct and maintain non-VIP daily contact.
• Participate in special projects and/or training when requested.

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:
• 2 Years customer service or sales administrator work experience a plus experience in a medical device customer-based environment is an advantage
• Higher Diploma / University graduate in any discipline
•  

LANGUAGE SKILLS:

Fluency in Cantonese and English, Mandarin is an advantage

Ability to read and interpret basic documents. 

Ability to write routine reports and correspondence. 

Ability to communicate effectively with internal and external customers.

COMPUTER SKILL:

Familiarity with Windows software. Ability to learn software applications quickly.  Experience with computer applications such as work processing, spreadsheet, and database programs.

OTHER SKILLS AND ABILITIES:

Ability to focus attention to detail

Ability to consistently follow through with projects to completion

Ability to perform in a fast-paced, highly customized manufacturing environment

Ability to handle multi task and priority work

Ability to act and speak with confidence

Service Excellence Mindset

A pleasant personality with good interpersonal skill

Ability to communicate effectively

LOCATION:

Hong Kong