Customer Experience Specialist- Australia

Dental Monitoring Czech; Sydney; Hybrid; AUD 60,000 - 85,000; Full time

Job summary

DentalMonitoring is seeking a Customer Experience Specialist in Australia to join our Sydney team. The role is hybrid, permanent full-time, with a mid-level experience requirement and a focus on delivering timely, accurate support to dental practices using our AI-powered remote monitoring platform.

You’ll develop product knowledge, help optimize workflows, and contribute to customer success across inquiries, training, and account setup.

Qualifications

• Bachelor’s degree or equivalent
• 2+ years of customer service or similar role
• Excellent written and verbal English communication
• Knowledge of Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software
• Positive, proactive attitude with attention to detail

Responsibilities

• Be the main point of contact for DM customers and respond via email, phone, instant message, appointments, etc.
• Identify and resolve customer issues or concerns professionally and efficiently
• Develop in-depth knowledge of our software and provide informative support and tailored recommendations
• Maintain accurate customer interactions records and CRM data up to date
• Share customer feedback with internal teams to contribute to product, sales processes or DM roadmap improvements
• Customize new office accounts after the sale
• Drive a seamless customer experience that improves overall satisfaction
• Perform metric analysis and monitor usage to identify training needs
• Maintain excellent communication to foster long-term engagement
• Fluent in English

Skills

Customer service

Communication

Problem solving

English fluency

CRM/Salesforce

Google Suite

Phone support

Education

Bachelor's degree or equivalent

Tools

Gmail/Google Suite

CRM/Salesforce

Excel

Apple Mac

Job description

Customer Experience Specialist - Australia

Customer Care - Sydney, New South Wales (Hybrid)

Department

Customer Care

Employment Type

Permanent Full-Time

Minimum Experience

Mid-level

DentalMonitoring is a MedTech scale-up in a fast-growing medical field. We are looking for new talent to join our team!

About DentalMonitoring

• DentalMonitoring is a leader in orthodontics, offering the industry’s first AI-powered remote monitoring solution certified as a medical device
• Our mission is to set a new standard of care by combining advanced technology with strong commitments to quality, efficiency, patient and doctor experience
• Our platform helps practices enhance clinical control, optimize workflows, and deliver more personalized patient care
• Our proprietary AI analyzes scans and provides actionable insights, enabling proactive and timely clinical intervention, supported by 13,000+ clinical data results
• We provide a full ecosystem of support, including onboarding, training, and marketing tools, continuously redefining what’s possible in orthodontic care

The Role

• Be the main point of contact for DM customers and respond to their inquiries by providing timely and accurate responses via various communication channels (email, phone, instant message, appointments, etc.)
• Identify and resolve customer issues or concerns in a professional and efficient manner
• Develop in-depth knowledge of our software and provide informative support and tailored recommendations to customers
• Maintain accurate customer interactions records, steps taken to solve issues and databases up to date in the customer relationship management (CRM) system
• Share customer feedback and insights with internal teams (sales, marketing, product, R&D, etc.) to contribute to the overall success and integration for DM customers, as well as contribute to product, sales processes, or DM roadmap improvements
• Customize new office accounts once the sale has been completed
• Drive a seamless customer experience that creates positive sentiment for our brand, improving overall customer satisfaction
• Perform metric analysis, user activities reports, monitor usage and engagement indicators to identify and analyze training and development needs
• Maintain excellent communication and service quality with customers to foster long-term engagement
• Fluent in English

You will be successful in this role if

• Adaptable, eager to learn
• Looking for a scale-up / start-up environment where you can demonstrate versatility and take initiatives
• A Bachelor's degree or equivalent job experience
• At least 2 years of experience in Customer Service role or a similar customer-facing role
• Knowledge of new technologies, particularly on sales tools, social media and communication tools, softwares and application (Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software)
• Exceptional problem-solving skills
• Excellent communication skills, both written and verbal
• Ability to effectively convey complex information
• Ability to remain calm and composed in stressful or tense situations
• Positive and proactive attitude, service-oriented
• Strong attention to detail and organizational skills, ability to manage multiple tasks and prioritize them
• Fluent in English

It would be fantastic if

• Clinical Orthodontic experience
• Experience in a scale-up environment where you can demonstrate versatility and take initiative
• Knowledge of Gmail (including Google Suite/Google Docs), CRM/Salesforce, Excel, and Apple Mac products

Our work environment

• We collaborate across teams, combining expertise in technology, clinical practice, and customer success to deliver meaningful impact
• We operate in a diverse, multicultural environment with colleagues from over 35 nationalities worldwide
• We are committed to building an inclusive workplace where everyone feels supported and empowered to contribute

What we bring to our employees

• Your ideas will be heard! Our culture promotes initiatives, ownership and feedback
• Collaboration is one of our core values, we make our best to help each other conquer new challenges together

DentalMonitoring is an equal opportunity employer and offers an intercultural and inclusive workplace. The diversity of our teams is one of our strengths. We work every day with more than 35 nationalities in different countries all over the world. We welcome and encourage applications from people with disabilities. For those people we are committed to providing appropriate accommodation.