Customer Support Representative

Align Technology, Inc.; Malaysia; On-site; MYR 60,000 - 72,000; Full time

Job summary

Align Technology, Inc. is seeking a Customer Support Representative in Malaysia to handle inquiries across channels and support treatment status and sales follow-up.

The role requires collaboration with multiple departments, strong communication, and accurate data entry in the company databases. Ideal candidates will have a Bachelor’s degree, 3–5 years of customer service experience, and proficiency with CRM software like Salesforce.

Qualifications

• Bachelor’s degree required.
• 3–5 years of customer service experience required.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and meet deadlines.
• Proficiency in CRM systems (Salesforce) and basic computer skills.
• Willingness to work weekends as needed.

Responsibilities

• Respond promptly and effectively to customer inquiries via phone, chat, e-mail, or mail to achieve satisfaction.
• Utilize company systems to support treatment status and sales follow-up.
• Collaborate with other departments to provide customer solutions.
• Identify and escalate issues needing additional attention.
• Provide feedback on customer trends and recurring issues to management.
• Enter marketing information and client contact details into the database; proficient in using CRM systems and company website.
• Adhere to departmental performance metrics including contact volume, turnaround time, and quality.
• Document all customer interactions accurately in company databases.

Skills

Customer service experience

Attention to detail

Communication skills

Teamwork

Organizational skills

Proficiency in CRM software

Education

Bachelor’s degree

Tools

Salesforce

Customer support software

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.