Customer Support Representative

Align Technology, Inc.; Kuala Lumpur; On-site; MYR 60,000 - 86,000; Full time

Job summary

Align Technology, Inc. is seeking a Customer Support Representative in Malaysia to handle customer inquiries via phone, chat, email, or mail, ensuring satisfaction and timely follow-up.

You will use Salesforce and internal systems to track treatment status and support sales activities, while collaborating with other departments to resolve issues. The role requires a Bachelor’s degree and 3–5 years’ customer service experience, with strong communication, organizational, and teamwork skills.

Qualifications

• Bachelor’s degree required.
• 3 to 5 years of experience in customer service.
• Ability to focus attention to detail.
• Ability to consistently follow through activities and projects to completion.
• Ability to perform in a fast-paced environment.
• Ability to act and speak with confidence.
• Ability to work independently and as part of a team.
• Excellent organizational and time management skills.
• Possess a service excellence mindset.
• Possess a strong customer focused orientation with good interpersonal skills.
• Proficiency in customer service software and strong computer skills.
• Ability to communicate effectively and professionally with internal and external customers.
• Provide support to audit processes and quality management system as required.
• Willingness and ability to work on weekends as needed.

Responsibilities

• Respond promptly and effectively to customer inquiries, requests and complaints via phone, chat, e-mail or mail to achieve customer satisfaction.
• Competent in the use of company systems to support treatment status and sales follow up.
• Collaborate with other departments to provide solutions for customers.
• Identify and elevate issues that require additional attention.
• Provide feedback to management on customer trends and recurring issues.
• Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
• Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality.
• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters.
• Stay up-to-date on company products, policies, and procedures.
• Maintain a basic knowledge in orthodontic/dental concepts and topics.

Skills

Attention to detail

Fast-paced environment

Communication skills

Independent and team work

Organizational skills

Customer service mindset

Interpersonal skills

Technical proficiency

Education

Bachelor’s degree

Tools

Salesforce

Job description

Customer Support Representative

Department: Customer Support

Employment Type: Full Time

Location: APAC-Malaysia

Description

We are looking for a Customer Support Representative to join us in Malaysia.

Key Responsibilities

In this role, you will…

• Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
• Competent in the use of company systems to support treatment status and sales follow up
• Collaborate with other departments to provide solutions for customers.
• Identify and elevate issues that require additional attention.
• Provide feedback to management on customer trends and recurring issues.
• Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
• Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
• Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
• Stay up-to-date on company products, policies, and procedures.
• Maintain a basic knowledge in orthodontic/dental concepts and topics

Skills, Knowledge & Expertise

In this role, you’ll need …

• Bachelor’s degree
• 3 to 5 years of experience in customer service
• Ability to focus attention to detail
• Ability to consistently follow through activities and projects to completion
• Ability to perform in a fast‑paced environment
• Ability to act and speak with confidence
• Ability to work independently and as part of a team
• Excellent organizational and time management skills
• Possess a service excellence mindset
• Possess a strong customer focused orientation with good interpersonal skills
• Proficiency in customer service software and strong computer skills.
• Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
• Provide support to audit processes and quality management system as required
• Willingness and ability to work on weekends as needed.