Customer Experience Specialist, DentalMonitoring

• Adaptable, eager to learn
• Looking for a scale-up / start-up environment where you can demonstrate versatility and take initiatives
• A Bachelor's degree or equivalent job experience
• At least 2 years of experience in Customer Service role or a similar customer-facing role
• Knowledge of new technologies, particularly on sales tools, social media and communication tools, softwares and application (Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software)
• Exceptional problem-solving skills
• Excellent communication skills, both written and verbal
• Ability to effectively convey complex information
• Ability to remain calm and composed in stressful or tense situations
• Positive and proactive attitude, service-oriented
• Strong attention to detail and organizational skills, ability to manage multiple tasks and prioritize them
• Fluent in Spanish
• Advanced level in verbal and written English

Desirable

• Be the main point of contact for DM customers and respond to their inquiries by providing timely and accurate responses via various communication channels (email, phone, instant message, appointments, etc.)
• Identify and resolve customer issues or concerns in a professional and efficient manner
• Develop in-depth knowledge of our software and provide informative support and tailored recommendations to customers
• Maintain accurate customer interactions records, steps taken to solve issues and databases up to date in the customer relationship management (CRM) system
• Share customer feedback and insights with internal teams (sales, marketing, product, R&D, etc.) to contribute to the overall success and integration for DM customers, as well as contribute to product, sales processes, or DM roadmap improvements
• Customize new office accounts once the sale has been completed
• Drive a seamless customer experience that creates positive sentiment for our brand, improving overall customer satisfaction
• Perform metric analysis, user activities reports, monitor usage and engagement indicators to identify and analyze training and development needs
• Maintain excellent communication and service quality with customers to foster long-term engagement