Job Description

Join a team that is changing millions of lives. Transforming smiles , changing lives. At , we believe a great smile can transform a person\'s life, so we create technology that gives people the confidence to take on whatever\'s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what\'s possible. Ready to join us About this opportunity You will play a vital role in helping the organization create memorable moments in our customer journeys. You will have opportunities to interact with our healthcare professionals to understand some of their pain points and integrate them with internal stakeholders across different platforms from various departments to continuously refine customer touchpoints. Align is growing and transforming its service culture across APAC, you will have an opportunity to be a part of this dynamic team of passionate individuals to shape it. In this role, you will Live the CARE principles (Connect, Ask, Respond, Exit with Empathy) for Align Technology Inc. Analyze customer sentiment, NPS, CSAT, CTL scores for Practice Development Managers (Sales) and Customer Support agents. Track and drive CTL for the India Consolidate the voice of customers for the India Lead the Customer Experience agenda for the India Analytics-Medallia familiarity needed, NPS working & Knowledge of CTL Provide support to audit processes and quality management system as required Work with APAC CX team to ensure end to end connectedness In this role, you\'ll need 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. A Degree with minimum 6 years of Customer Experience management. A high level of customer orientation and ability to adapt and respond to different types of characters. Confidence in interacting and conversing with customers in writing or over the phone. To have experience troubleshooting complex situations with customers. Good communication skills, presenting excellent verbal and written skills. Practical knowledge of SFDC, SAP, Outlook tools used within the role are a plus including but not limited to Excel, Power BI, SharePoint. Good interpersonal, problem solving, organizational and prioritization skills. Self-motivation, able to work independently. Exposure to CS-related trainings will be an added value to the role. Patience Attentiveness Ability to handle surprises Empathy Willingness to Learn Tenacity Persuasion Skills Operational flexibility Sound like a good fit Great! Click the \'Apply\' link to let us know you are interested. Not the right fit Don\'t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network. Global Diversity Statement: At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time. Equal Opportunity Statement It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire. #LI-AS2

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