The Associate Customer Care Representative I

Align Technology; Wrocław; On-site; PLN 54,000 - 75,000; Full time

Job summary

Align Technology in Poland (EMEA) is seeking an Associate Customer Care Representative I to interact with customers and internal teams, handling pre- and post-sales service for Align products.

You will receive requests via phone, email, chat and SMS, validate accounts, and document interactions in the CRM. The role emphasizes timely resolutions, quality guidelines, and participation in LMS courses.

Qualifications

• German language proficiency is required.
• 0-2 years of related experience.
• English at B1/B2 level is an asset.
• Salesforce.com knowledge and CRM understanding preferred.
• General knowledge in customer service.
• Computer, basic connectivity knowledge and e-mail literacy.
• Microsoft Office Suite knowledge (PowerPoint, Excel, Word).

Responsibilities

• Interact with customers and internal teams to handle pre- and post-sales service tasks.
• Respond to requests within defined response times and maintain professionalism.
• Follow up on cases until resolution is reached.
• Document all interactions in the CRM with full details.
• Report complaints and product safety issues as required.
• Aim for consistent performance against KPIs.
• Complete LMS courses by deadlines.

Skills

German language

English proficiency

Customer service

CRM knowledge

Computer literacy

Microsoft Office

Experience 0-2 years

Education

High School Degree

Technical Degree (nice to have)

Tools

Salesforce.com

Job description

Department: Customer Support
Location: EMEA-Poland
The Associate Customer Care Representative I should interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions for Align products. Receive customer requests through phone, email, chat and SMS, validate customer account, support, and document interactions in the CRM database. Should ensure appropriate resolution and/or escalation to the correct team in case needed. Handle requests such as but not limited to general inquiries, orders / product status, order processing, update of account and systems management, initial product diagnostic and / or equipment replacement, return process and credits requests. Comply with the established Quality guidelines for the business. Accountable to review and complete all courses required in the Quality Management System (QMS). Adhere to Company Quality Policy. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

Key Responsibilities

• Adapt to Customer Advocacy culture and responsibilities defined on the WIs and SOPs.
• Be responsible to handle all customer interactions with professionalism and within the defined response timeframe.
• Follow up on their cases until proper resolution.
• Document all interactions including all details required in the correspondent CRM.
• Report complaints and product safety.
• Achieve a consistent performance considering all KPIs requirements.
• Comply on deadlines on LMS courses.

Skills, Knowledge & Expertise

• High School Degree. Technical Degree is a plus.
• 0-2 years of related experience.
• Proficiency in German. English at B1/B2 level would be an asset
• Salesforce.com knowledge and understanding of CRM as a plus
• General knowledge in Customer Service.
• Computer, Basic Connectivity knowledge and troubleshooting, e-mail literacy.
• Microsoft Office Package knowledge (Power Point, Excel, Word).

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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.