Customer Excellence Agent (English Account)

Position Summary

The Account Manager will be responsible for managing and nurturing relationships with dental professionals and clinics, ensuring seamless service delivery and a positive customer experience. This role requires proactive communication, case management, and coordination with internal teams to meet client needs, resolve issues, and ensure customer satisfaction.

Key Responsibilities

• Act as the primary point of contact for assigned dental accounts, managing communications via phone, email, and other platforms.
• Oversee the entire lifecycle of client cases, from submission to delivery, ensuring accuracy and timely completion.
• Handle client inquiries, complaints, and special requests with professionalism and urgency.
• Coordinate with internal teams (Sales, Operations, Technical, Logistics) to resolve issues and meet service deadlines.
• Follow up with clients on ongoing and completed cases to ensure satisfaction and identify upselling opportunities.
• Maintain accurate and updated records in the CRM system, including call notes, case statuses, and customer preferences.
• Monitor and track case progress, proactively updating clients on status changes or delays.
• Support onboarding of new dental accounts, including training on systems, services, and processes.
• Conduct regular courtesy and relationship calls to ensure continuous engagement and loyalty.
• Assist in managing escalations and providing solutions aligned with company policies and client expectations.