Customer Happiness - English speaking
Straight Teeth Direct, Portugal
Job Description
Hey, we're Straight Teeth Direct
Our mission is to make orthodontics more accessible and affordable through technology.
We are looking for dynamic individuals passionate about making people smile :)
We take pride in setting the standards in the digital dentistry space by combining our unique clinical approach with our proprietary technology to deliver a faster, smoother, cheaper and better customer experience with guaranteed outcomes.
Straight Teeth Direct is backed by industry experts including Founders Factory, Europe’s hottest startup up accelerator program based in London (started by Brent Hoberman, co-founder of lastminute.com and Made.com).
In 2019 we launched our first OOH campaign in the London underground and started our retail presence with a corner in London’s leading department store; Selfridges. Last year, we have introduced our sister company; Instant Dentist, to add a health and dental wellbeing dimension to our business. The business is growing in a very exciting direction this year and we’re looking for the next team member to embark on this journey with us.
About you
You have proven experience working in a customer facing role that involves written communication and coordination with different teams and you are now looking for the next challenge in your career and a company you can grow with.
English is your native language. You are excellent at handling written customer inquiries in English and finding solutions to improve the overall customer experience as well as driving sales.
You are full of enthusiasm. You are great at delivering personalised and customer-centric communication and like taking ownership of your area of responsibility.
You thrive in an environment that is fast-paced and challenging with a positive and growth mindset culture. You have the capability to digest and implement new product information quickly and adapt to a new tone of voice.
About the role
A Virtual Treatment Coordinator is here to liaise and guide each user in their teeth straightening journey. This means ensuring a smooth user experience, maintaining our 5 star rating, and addressing user inquiries in a timely manner with a fresh approach that breaks away from the traditional call centre style with a personal touch and using modern and agile methods.
A Virtual Treatment Coordinator provides quick responses to users or new inquiries using a language that is approachable and not robotic. This role requires critical thinking and being comfortable using tech tools.
The Smile Coordinator will join our Customer Experience amp; Fulfilment team in our Lisbon office and be passionate about providing the best customer experience and know what it means to go above and beyond and take the right decisions quickly.
Responsibilities
- Triage incoming inquiries and coordinate with various departments (from clinical to production, finance, success, logistics.) to deliver same-day solutions
- Create a personalised, positive and effortless experience when responding to inbound inquiries
- Convert inquiries into active customers and help in closing treatment plans created by the doctors
- Proactively solve issues and foster trust with our users
- Be Straight Teeth Direct’s voice in the inbox and on social media and help new users onboard on their journey
- Actively look for new solutions to improve the customer journey
- Be involved with back-end and front-end tasks
- Troubleshoot technical problems and escalate bug reports
- Treat each user like a VIP to provide a 5 star experience
Requirements
- 1+ years of experience in an office based customer-facing role
- Captivating copywriting skills and attention to detail
- Excellent communication and writing skills
- Native English speaking abilities
- Growth mindset always willing to learn and go beyond the job description
- Proactive - results and solutions orientated
- Highly self-directed the ability to get a lot done independently and take decisions on your own
- Strong time management/prioritization skills and multi-tasking ability
- Familiarity with some of the tools on this list (Google Docs, Gmail, Trello, Slack, Intercom, Paypal, Skitch, etc.)
- Ability to quickly adapt to new systems and software
Benefits
- Competitive salary
- Healthy snacks and drinks and weekly office lunch when in the office
- Annual dental membership with free online checkups and discounts on oral care products
- Free straightening and whitening