Customer Experience Specialist - Australia

DentalMonitoring; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

DentalMonitoring in Sydney seeks an experienced Customer Experience Specialist to be the main contact for our dental customers, responding to inquiries via email, phone, and chat, and helping shape AI-driven orthodontic care. You will resolve issues, deepen product knowledge, and maintain accurate CRM records while collaborating with sales, marketing, and product teams to improve the DM platform.

A bachelor’s degree or equivalent and at least 2 years in a customer-facing role are required, with

Qualifications

• 2+ years in a customer service or customer-facing role
• Bachelor's degree or equivalent
• Knowledge of sales tools, social media, and communication tools
• Excellent written and verbal communication skills
• Ability to stay calm in stressful situations

Responsibilities

• Be the main point of contact for DM customers and respond to inquiries via 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
• Maintain accurate customer interactions records in the CRM system
• Share customer feedback with internal teams to improve products, processes, or roadmap
• Customize new office accounts once the sale has been completed
• Drive a seamless customer experience to improve overall satisfaction
• Perform metric analysis and monitor user activity to identify training needs
• Maintain excellent communication and service quality to foster long-term engagement

Skills

Customer service

Communication

Problem solving

Adaptability

Education

Bachelor's degree or equivalent

Tools

Google Suite

CRM/Salesforce

Skype

Zoom

LinkedIn

Office software

Job description

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

If you are a Customer Experience Specialist with at least 2 years of experience in a customer service role or a similar customer-facing role, you can help shape the next generation of AI-driven orthodontic care, used by 10,000+ doctors worldwide.

• 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

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

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

At DentalMonitoring our employees thrive because :

• 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.