Customer Service Agent – English (Belen)

About the role

Join Align Technology, the leader in clear aligner dentistry, as a Customer Service Agent in Belen, Costa Rica. You will be the first point of contact for customers, handling inquiries through phone, email, chat and SMS while supporting the Invisalign® product line.

Key responsibilities

• Receive and validate customer requests across multiple channels (phone, email, chat, SMS).
• Document all interactions in the CRM system and ensure accurate account updates.
• Resolve or appropriately escalate inquiries related to orders, product status, diagnostics, equipment replacement, returns and credit requests.
• Follow established quality guidelines, report complaints and product safety issues.
• Achieve performance targets and KPIs, and complete mandatory Quality Management System (QMS) courses.

Required profile

• High school diploma (technical degree is a plus).
• 0‑2 years of customer‑service experience.
• Fluent bilingual English‑Spanish (C1 level).
• Basic understanding of CRM systems, preferably Salesforce.com.
• Proficient with computer, internet and email tools.
• Knowledge of Microsoft Office (PowerPoint, Excel, Word).

Required skills

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

What we offer

• Work in a fast‑growing, innovative dental‑technology environment.
• Opportunities for professional development and career growth.
• Collaborative, fun team culture focused on improving lives through digital dentistry.