Customer Service Agent – English (Belen, Costa Rica)

About the role

Align Technology, the maker of Invisalign, is looking for an English‑speaking Customer Service Agent to join its Belen, Costa Rica site. The role involves handling pre‑sales and post‑sales inquiries for dental and orthodontic products through multiple channels.

Key responsibilities

• Receive and respond to customer requests via phone, email, chat and SMS, validate accounts and document interactions in the CRM system.
• Process orders, provide product status updates, manage account changes, perform initial product diagnostics, arrange equipment replacement, and handle returns and credit requests.
• Escalate issues to the appropriate team when necessary and ensure compliance with quality guidelines and company policies.
• Report complaints and product safety concerns, and complete mandatory training courses in the Quality Management System.

Required profile

• High school diploma (technical degree is a plus).
• 0‑2 years of experience in customer service or a related field.
• Bilingual English‑Spanish proficiency (C1 level).
• Familiarity with CRM systems, preferably Salesforce.com.
• Basic computer, internet and email literacy.

Required skills

• Proficiency in Microsoft Office (PowerPoint, Excel, Word).
• Understanding of CRM platforms, especially Salesforce.com.