Trilingual Customer Service Agent (Belen, Costa Rica)

About the role

Align Technology, the maker of Invisalign®, is looking for a Trilingual Customer Service Agent to join its Costa Rica support center in Belen. The role involves handling pre‑sales and post‑sales inquiries via phone, email, chat and SMS, validating customer accounts, documenting interactions in the CRM, and ensuring timely resolution or escalation.

Key responsibilities

• Respond to customer requests across multiple channels, verify account information and update records in the CRM.
• Process orders, check product status, manage account updates, and coordinate equipment diagnostics or replacements.
• Handle returns, credit requests and product safety reports while adhering to quality guidelines.
• Follow defined response times, track cases to closure, and achieve KPI targets.
• Complete mandatory Quality Management System courses and maintain compliance with company policies.

Required profile

• High school diploma (technical degree a plus); 0‑2 years of customer‑service experience.
• Fluency in English, Spanish and French (C1 level).
• Basic understanding of CRM systems, preferably Salesforce.com.
• Proficiency with computer, internet, email and Microsoft Office (PowerPoint, Excel, Word).

Required skills

• Salesforce.com (CRM) usage.
• Microsoft PowerPoint.
• Microsoft Excel.
• Microsoft Word.