Customer Care Specialist (German / Dutch)

Straumann Group; Madrid; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

A leading dental healthcare company in Madrid is seeking a Customer Care Specialist to provide outstanding service and technical support to customers. The ideal candidate will have strong interpersonal skills, customer service experience, and the ability to effectively troubleshoot and manage inquiries. This role offers the possibility of hybrid work, with the office located in Madrid.

Formación

• Excellent communication skills in English and French.
• Ability to work in a team and prioritize tasks effectively.
• Multilingual abilities preferred.

Responsabilidades

• Provide technical support for customers and account representatives.
• Troubleshoot technical issues efficiently.
• Manage logistics and customer feedback.

Conocimientos

Customer service experience

Interpersonal skills

Problem-solving skills

Multitasking

Computer skills

Herramientas

Zendesk

CRM tools

Microsoft Office

Descripción del empleo

About Straumann

The Straumann Group unites global reach, experience, and innovation with passion and a commitment to uncompromising quality, making enhanced dental healthcare available and accessible worldwide. In 2017, Straumann entered the highly attractive market for Clear Aligners to support its strategy of becoming the leading provider of aesthetic dentistry solutions. To achieve this, the Straumann Group acquired the US-based company ClearCorrect.

Summary of Position

While Straumann is the market leader in dental implants, we are seeking talented individuals to build a new market segment in Orthodontics across the EMEA region. The Customer Care Specialist is the company's front line in communicating and connecting with our customers. Every day, we work diligently to provide excellent service and support to customers and account representatives regarding ClearCorrect cases, IT issues, merchandise, billing, and general inquiries.

About The Role

To provide excellent service to ClearCorrect customers (doctors, orthodontists, dental providers, etc.), including but not limited to:

• Technical support for accessing and using the ClearCorrect web portal, software, and mobile applications to ensure a smooth user experience, optimal outcomes, and customer satisfaction.
• Helping customers and account representatives to open and maintain doctors’ and collaborators’ accounts in the ClearCorrect portal.
• Troubleshooting customer technical issues.
• Handling customer feedback and quality complaints.
• Managing logistics and shipping issues.
• Handling internal communications and administrative processes, including collaboration with salesforce and across departments to ensure a high-quality customer experience.
• Using support systems such as Zendesk ticket system / Service Cloud, ClearComm, CRM, etc., for administration.
• Achieving weekly productivity, efficiency, and customer satisfaction goals.
• Attending and contributing to team and company meetings to stay informed.
• Continuously increasing knowledge of orthodontics, industry trends, and company processes.

About The Ideal Candidate

• Ability to work collaboratively in a team environment.
• Excellent interpersonal and written communication skills.
• Fast learner with a problem-solving mentality.
• Ability to prioritize and multitask effectively.
• Previous customer service experience is an asset.
• Proficient in computer skills, including PC / Mac, Microsoft Office, and CRM tools.
• Strong numerical and reasoning skills.
• Comfortable with office work, with the possibility of working 2 days a week from home. Office located in Madrid.
• Ability to meet deadlines and work in compliance with internal policies and company guidelines.

Language Skills

• Multilingual abilities are preferred, with strong language skills across multiple languages.
• High proficiency in Spanish is appreciated but not required.
• Ability to read and interpret technical forms, training documents, safety rules, operating manuals, and procedural documents.
• Ability to write routine reports and correspondence in French and English.

Additional Information

All information will be kept confidential according to EEO / GDPR guidelines. The Straumann Group is proud to be an equal opportunity organization. We value diversity in all its forms, reflecting our patient diversity within our workforce. Together, we are creating smiles and restoring confidence.

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