Customer Experience Specialist

DentalMonitoring

Customer Experience Specialist at DentalMonitoring providing support and resolving issues for customers. Engaging with multiple teams to enhance customer satisfaction in orthodontics technology.

Posted 5/26/2026full-timeSydney • 🇦🇺 AustraliaJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Be the main point of contact for DM customers and respond to their inquiries by providing timely and accurate responses via various communication channels (email, phone, instant message, appointments, etc.)
Identify and resolve customer issues or concerns in a professional and efficient manner
Develop in-depth knowledge of our software and provide informative support and tailored recommendations to customers
Maintain accurate customer interactions records, steps taken to solve issues and databases up to date in the customer relationship management (CRM) system
Share customer feedback and insights with internal teams (sales, marketing, product, R&D, etc.) to contribute to the overall success and integration for DM customers, as well as contribute to product, sales processes, or DM roadmap improvements
Customize new office accounts once the sale has been completed
Drive a seamless customer experience that creates positive sentiment for our brand, improving overall customer satisfaction
Perform metric analysis, user activities reports, monitor usage and engagement indicators to identify and analyze training and development needs
Maintain excellent communication and service quality with customers to foster long-term engagement

Requirements

What you’ll need

At least 2 years of experience in Customer Service role or a similar customer-facing role
A Bachelor's degree or equivalent job experience
Knowledge of new technologies, particularly on sales tools, social media and communication tools, softwares and application (Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software)
Clinical Orthodontic experience
Experience in a scale-up environment where you can demonstrate versatility and take initiative
Exceptional problem-solving skills
Excellent communication skills, both written and verbal
Ability to effectively convey complex information
Ability to remain calm and composed in stressful or tense situations
Positive and proactive attitude, service-oriented
Strong attention to detail and organizational skills, ability to manage multiple tasks and prioritize them
Fluent in English and German

Benefits

Comp & perks

Your ideas will be heard!
Our culture promotes initiatives, ownership and feedback
Collaboration is one of our core values, we make our best to help each other conquer new challenges together
DentalMonitoring is an equal opportunity employer and offers an intercultural and inclusive workplace. The diversity of our teams is one of our strengths. We work every day with more than 35 nationalities in different countries all over the world. We welcome and encourage applications from people with disabilities. For those people we are committed to providing appropriate accommodation.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicemetric analysisuser activities reportsproblem-solvingcommunication skillsattention to detailorganizational skills

Soft Skills

professionalismcalmness under pressurepositive attitudeproactive approachservice-orientedability to convey complex information