Customer Service Agent – English (Belen, Costa Rica)

About the role

Join Align Technology, the leader in clear aligner solutions, as an English‑speaking Customer Service Agent at our Belen site in Costa Rica. You will be the first point of contact for customers, handling inquiries through phone, email, chat and SMS while supporting the delivery of Invisalign® products.

Key responsibilities

• Receive and validate customer requests, ensuring accurate account information.
• Document all interactions in the CRM system and follow defined response timeframes.
• Process orders, provide product status updates, and manage account changes.
• Perform initial product diagnostics, arrange equipment replacements, and handle returns and credit requests.
• Escalate complex issues to the appropriate team and report complaints or product safety concerns.
• Meet performance KPIs and complete mandatory quality and LMS training.

Required profile

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

Required skills

• Salesforce (or similar CRM) usage.
• Microsoft Office suite.