Support Consultant

1 day ago

Bonifacio Global Metro Manila, Philippines Ivoclar Vivadent Services & Support, Inc. Full time

At Ivoclar, we're passionate about "Making People Smile," and we're seeking a detail-oriented Support Consultant (Digital) to join our dynamic global team. As a key member of our customer support team, you will play a crucial role in providing exceptional service and addressing customer inquiries.

We believe in investing in our employees and fostering a culture of respect and integrity. You'll have the opportunity to make a real difference by ensuring our customers have the information and support they need to succeed.

Engage with a diverse range of customers worldwide, providing insightful support and guidance.

As a key member of our Customer Care team, you'll play a vital role in ensuring our customers have a positive and seamless experience. You'll be responsible for:

  • Proactively Resolving Customer Issues: You'll be the first point of contact for customers seeking support, expertly handling inquiries received through various channels, including phone, email, and online platforms. You'll use your problem-solving skills to identify solutions and escalate complex cases as needed.
  • Mastering Our CRM Systems: You'll be proficient in using our CRM systems for ticket creation and manage customer support cases efficiently, ensuring a smooth and organized workflow.
  • Providing Multilingual Support: You'll communicate effectively with customers in both English and local languages, offering personalized guidance and support. You'll also have the opportunity to collaborate with colleagues in other locations to expand your language skills.
  • Collaborating for Success: You'll work closely with internal teams, including developers and external partners, to resolve complex issues and ensure customer satisfaction.
  • Championing Process Excellence: You'll adhere to established processes and procedures, ensuring that all customer interactions are handled efficiently and effectively.
  • Going the Extra Mile: You'll be available to provide support outside of regular business hours, ensuring that our customers always have access to the help they need.

This role offers a unique opportunity to:

  • Make a direct impact on customer satisfaction.
  • Develop your expertise in global customer service.
  • Collaborate with a diverse team of professionals.
  • Gain valuable experience in a fast-paced and dynamic environment.

What You'll Bring:

  • Minimum 3 years of proven experience in a production engineering role, with a focus on machine or equipment troubleshooting
  • Completed bachelor's degree in Mechanical Engineering, Industrial Engineering, or a related field
  • Familiarity with CAD software and other engineering tools
  • Excellent communication and interpersonal skills, with experience interacting with diverse customers.
  • Flexibility and willingness to work in various shifts to support our global customer base.
  • Strong problem-solving skills and the ability to manage multiple tasks effectively.
  • Proficient in Microsoft Office

What We Provide:

  • TRAINING: You will work with various members of our team locally and onshore to ensure you are set up for success.
  • SUPPORT: A close-knit coaching and mentoring system to help you ease into the company and into your role with confidence.
  • COMP & BEN: Ivoclar believes in compensating employees fairly for their skills and experience and has designed the total rewards package for long-term relationships.
  • TOOLS: Everything you need to help you do your work will be provided.
  • WORKING ENVIRONMENT: Ivoclar prides itself on being a family-owned company with strong values so everyone we bring in becomes part of that global family.

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