Customer Service Agent Iti

8 meses atrás


Lisboa, Portugal ITI Tempo inteiro

**Who we are**

Straumann Group

We are the home of entrepreneurial minds and powerful brands. Offering the most innovative and customer-centric oral care solutions in the world to forward thinking dental professionals and customers.

**The “International Team for Implantology” (ITI)**

The “International Team for Implantology” (ITI) is a leading scientific non-profit organization (foundation according to Swiss law) in implant dentistry that unites experts and specialists all over the world. As an independent academic association, we provide educational programs, finance research projects, organize congresses and events both nationally and internationally and work closely together with our industry partner in more than 100 countries. ITI Headquarters in Basel is the international base for project management, marketing, IT, controlling and finance.
- Our purpose: To engage and inspire the global dental profession to strive for excellence in implant dentistry for the benefit of the patient.
- Our mission: To serve the dental profession by providing a growing global network for life-long learning in implant dentistry through comprehensive quality education and innovative research for the benefit of the patient.
- Our vision: To be the world’s leading interdisciplinary community in implant dentistry.
- Our values: Integrity, excellence, collaboration, social responsibility, good stewardship, agility

**Your team**

As part of our Customer Service team within the Operations department of the ITI, you will support from Portugal our existing offerings and internal processes like Membership, Scholarship, Research grants & prize and Education offerings (events, courses, online learning). You will work collaboratively with the ITI Headquarters in Basel and our 36 Sections worldwide and will be the first contact for our 25 thousand members globally to ensure a first-class customer service.

**Your responsibilities**
- Support various kinds of user groups worldwide
- Handle requests independently based on defined Service Level Agreements (SLAs)
- Resolve simple IT problems concerning our platforms and maintain the FAQ (Frequently Asked Questions) for our platform and service offerings (1st level support)
- Solve customer requests in collaboration with the right product manager (2nd level support)
- Escalate urgent and important issues and bugs (communication with 3rd level support)
- Membership: Act as the first contact person for questions regarding the ITI Membership
- Education offerings: Provide administrative support for events, Study Clubs, courses, online learnings
- Section Administration: Provide administrative support for reimbursements

**Your mindset & skills**
- Demonstrated proficiency in organizational skills. Ability to manage timelines and simultaneous deadlines within given workflows.
- High degree of self-management and commitment
- "No task too big or too small" mentality
- Excellent communication skills in strong verbal and written English
- Strong service mindset and customer-orientation
- Experience in a service environment is required for this position.
- As a plus: Exposure to a service ticket system such as Jira Service Desk
- Basic experience in project management would be ideal

**What we offer


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