Job description
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution – we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful “can-do” attitude.
#WeChangeDentistry every day. Be part of it.
Role Overview
The Customer Care Specialist is responsible for delivering high-quality customer support through timely, accurate, and empathetic interactions. This role focuses on case management, issue resolution, and customer satisfaction while adhering to internal processes, service-level agreements (SLAs), and quality standards. The specialist works cross-functionally to ensure customer needs are addressed efficiently and professionally.
Key Responsibilities
Serve as a primary point of contact for customer inquiries via phone, email, and/or ticketing systems
Manage customer cases end-to-end, ensuring timely follow-up and resolution in line with SLAs
Accurately document interactions, actions taken, and outcomes in the case management system
Resolve customer issues by applying product knowledge, troubleshooting skills, and established procedures
Escalate complex or sensitive cases appropriately while maintaining ownership and accountability
Collaborate with internal teams (Sales, Operations, Product, or Clinical/Technical teams) to resolve issues
Maintain high standards of customer centricity, professionalism, and empathy in every interaction
Meet or exceed individual and team KPIs, including productivity, quality (QA), and customer satisfaction metrics
Support coverage needs to ensure consistent service levels during business hours, PTO, and peak volumes
Adhere to company policies, compliance requirements, and data protection standards
Required Skills & Qualifications
1–3 years of experience in customer support, customer care, or a related service role
Strong verbal and written communication skills
Proven ability to manage multiple cases simultaneously with attention to detail
Customer-focused mindset with strong problem-solving skills
Ability to work independently while contributing positively to a team environment
Experience using CRM or ticketing systems (e.g., Salesforce, Zendesk, ServiceNow, or similar)
Comfortable working in a fast-paced, evolving environment
Preferred Qualifications
Experience in healthcare, medical devices, dental, or regulated industries (if applicable)
Experience handling escalations or complex customer scenarios
Multilingual skills (if applicable to your regions)
Key Competencies
Customer Centricity
Accountability & Ownership
Time Management & Prioritization
Adaptability & Learning Agility
Collaboration & Communication
Quality & Process Adherence
What Success Looks Like in This Role
Customers receive timely, accurate, and professional support
Cases are consistently managed within SLA and quality expectations
Strong collaboration with internal stakeholders
Positive contribution to team morale, coverage, and operational stability
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.