Customer Support Representative

Invisalign Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

Invisalign Malaysia Sdn Bhd is seeking a Customer Support Representative in Malaysia. The role focuses on responding to customer inquiries, supporting treatment status, and assisting in sales follow up.

You will collaborate with multiple departments to resolve issues and maintain accurate records in the CRM. The position requires strong communication, attention to detail, and the ability to work in a fast-paced environment, with weekend coverage as needed.

Qualifications

• 5+ years in customer service or sales administration, preferably in medical device environment.
• Detail-oriented with ability to manage multiple tasks.

Responsibilities

• Respond to customer inquiries via phone, chat, email or mail to achieve satisfaction.
• Use company systems to support treatment status and sales follow up.
• Collaborate with other departments to provide customer solutions and escalate issues as needed.
• Document interactions thoroughly in the database following defined parameters.
• Stay updated on products, policies, and procedures.

Skills

Customer service

Sales administration

Attention to detail

Fast-paced environment

Independent and team work

Communication skills

System navigation

Tools

Salesforce

CRM software

Job description

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

Key Responsibilities

• 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 topic
• Participate in special projects and/or training when requested
• Provide input regarding training needs, assist with development and presentation of information and training when requested
• Provide the training to customers to improve their understanding on our system and process
• Drive to determine root causes by working closely with multiple stakeholders to identify the best solutions to be implemented for the internal team

Skills, Knowledge & Expertise

• Minimum 5 years of customer service or sales administrator work experience preferably in a medical device customer-based environment
• 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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Support Officer?
• Which of the following types of qualifications do you have?