Customer Care Prosthetics Lab

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.