SUMMARY:
A Customer care rep will be part of the customer support team responsible for making the customers experience the best it can be. The customer care rep often acts as the between the external and internal customers.


KEY DUTIES AND RESPONSIBILITIES, include the following. Other duties may be assigned:
?Handle internal and external enquiries and requests from 400 hotline , emails, website and Wechat.
?Log tickets in SFDC for 400 hotline calls.
?Handle and follow customer complaints.
?Create new orders of warranty defect, replacement Aligner, etc in Patient Central.
?PID cancellations and re-posting in Patient central by sales request.
?Follow up closely on open,aged orders and irregular order status.
?Coordinate with sales, clinical team for marketing events, customer training, etc.
?Assist project leader to follow up and monitor TFM accounts.
?Arrange weekly TFM review meeting.
?Check and update doctor enrollment file, sales, clinical and customer support touch points in TFM project forms.
?Conduct phone surveys and make on-site visits for TFM customers based on the touch points in SFDC.
?Follow up and escalate the customer feedback based on the survey and visit results.
?Upate the touch points in SFDC.
?Generate the report for TFM progress.
?Generate the report for suvery and visit results.
?Generate the report for the touch point status.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE
College degree or above, minimum 2 years working experience in call center or customer service function, clinical or medical device field are preferred.

LANGUAGE SKILLS
Excellent written English and Chinese.

COMPUTER SKILL:
Excellent computer skill on excel/word/PPT.

OTHER SKILLS AND ABILITIES:
Excellent problem solving skills.
Strong communication, interpersonal and coordination skills.

愛(ài)齊（上海）商貿(mào)有限公司是美國(guó)Align Technology Inc. 我們的產(chǎn)品為隱形牙套，是Align Technology專(zhuān)有的產(chǎn)品，在全球100多個(gè)國(guó)家銷(xiāo)售，并于1998年通過(guò)美國(guó)食品藥品管理局（FDA）審批。Align Technology Inc. 于2000年在美國(guó)納斯達(dá)克上市，全球至今已經(jīng)有幾百萬(wàn)患者使用過(guò)Invisalign隱適美產(chǎn)品。
愛(ài)齊公司強(qiáng)調(diào)創(chuàng)新、以結(jié)果為導(dǎo)向、以客戶(hù)與團(tuán)隊(duì)合作為中心、自我領(lǐng)導(dǎo)的能力與精神，為員工提供多元化的發(fā)展空間，并為員工創(chuàng)造學(xué)習(xí)、友好、合作、健康的工作環(huán)境。
我們?cè)谥袊?guó)成立六年多，已經(jīng)成功建立了市場(chǎng)品牌并開(kāi)始商業(yè)運(yùn)作，我們竭誠(chéng)邀請(qǐng)充滿(mǎn)工作激情，具有挑戰(zhàn)精神的精英加入到我公司，共同創(chuàng)造你與公司的成功！