Customer Support Representative

Align Technology; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

Job summary

Align Technology is seeking a Customer Support Representative in Malaysia to handle inquiries, support treatment status, and collaborate with multiple departments. The role requires 3–5 years of customer service experience and a Bachelor’s degree, with strong communication and organizational skills.

You will work with Salesforce, enter client data, and ensure quality amid a fast-paced environment, including weekend shifts as needed.

Qualifications

• Bachelor’s degree required.
• 3–5 years of customer service experience.
• Detail-oriented with ability to work in a fast-paced environment.
• Strong verbal and written communication skills.

Responsibilities

• Respond promptly and effectively to customer inquiries, requests and complaints via phone, chat, e-mail or mail to achieve customer satisfaction.
• Utilize company systems to support treatment status and sales follow-up.
• Collaborate with other departments to provide solutions for customers.
• Identify and escalate issues requiring additional attention.
• Provide feedback to management on customer trends and recurring issues.
• Enter marketing information and client contact details into the database; proficient in Salesforce and the corporate website.
• Meet departmental standards for personal and team performance metrics such as contact volume, turnaround time, and quality.
• Document information in company databases following defined parameters.
• Stay up-to-date on products, policies, and procedures.
• Maintain basic knowledge of orthodontic/dental concepts.

Skills

Attention to detail

Multitasking

Communication

Teamwork

Education

Bachelor’s degree

Tools

Salesforce

Job description

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

Department: Customer Support
Location: APAC-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

• 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.

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.