Global Support Consultant -Dental Technician

Ivoclar; Carmen; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Learning opportunities

Competitive benefits

Job summary

Ivoclar in the Philippines is seeking a 1st level support specialist to provide global customer inquiries handling, utilizing our CRM system and ensuring cases are logged and routed according to process requirements.

You hold a Dental Technology degree with 5 years of experience and 2–3 years in customer/telephone support, with strong communication and teamwork under pressure. The role offers learning opportunities and attractive benefits.

Qualifications

• Degree in Dental Technology with at least 5 years as a Dental Technician.
• 2–3 years experience in customer/telephone support.
• Customer-friendly approach to telephone consultations; ability to work in a team and handle high-stress situations.
• Average to good communication skills; open to residents of the Philippines.

Responsibilities

• Handle 1st level customer inquiries globally via available channels.
• Create cases in CRM systems (Clinical, Laboratory Materials, or Digital).
• Route non-regulatory cases to the appropriate sub-process.
• Provide process-compliant support using documentation and tools from the system.
• Log cases completely in the CRM system as per process specifications.
• Escalate to 2nd level support when necessary and assist further per process.

Skills

Customer support experience

Communication skills

Teamwork under pressure

Telephone support

Education

Dental Technology degree

Tools

CRM system

Job description

Job Description

Bring innovation to life

The objective of the Position

Responsible for providing 1st level support and inquiry to customers globally

Your role

Responsibilities

Main Task

• Independent process-compliant transfer of customer inquiries from the Global Customer Care from the available communication channels, if necessary upgrading of the automatically generated cases through targeted inquiries according to process specifications.
• Creation of cases in the available CRM system either Clinical, Laboratory Materials, or Digital
• Steer non-regulatory cases to the appropriate sub-process.
• Independently provide process-compliant support to customers using provided documentation and other tools from the system.
• Process-compliant (according to WI or further specifications) triggering of sub-processes within the scope of solution finding in the available CRM system.
• Complete process-compliant case logging in the CRM system available.
• Forwarding of the case to the technically correct 2nd level support if necessary, as well as the further support of the case according to the process specification

Other tasks within the scope of the main task

• Participate in respective available Shopfloor meetings to create transparency, with independent reporting as directed by the Board.
• 1st level support staff are responsible for the operational support of the telephone switchboard
• Taking over the telephone hotline outside business hours or, if required, by arrangement in the form of a stand-by service (emergency service)

Additional Tasks

• Assist other Aftersales departments with determining customer-related tasks.
• Assumption of any assistance tasks that may arise.

Your profile

Qualifications

• Completed the Degree in Dental Technology with a minimum of 5 years experience as a Dental Technician
• 2-3 Experience in dealing with customers/telephone support.
• Customer-friendly approach to telephone consultations Ability to work in a team, high-stress resilience.
• Average to good communication skills
• Open ONLY for residents of the Philippines

What we offer

• A global, purpose-driven company with 3,700 employees.
• A culture of innovation and collaboration.
• Learning and development tailored to your growth.
• Attractive benefits.