Customer Service Specialist

Location: Onsite, Kochi

Employment Type: Full-time

About ROOTT

ROOTT is a fast-growing dental implant company delivering innovative, precision-engineered implant solutions for clinicians worldwide. With a strong focus on quality, research and development, and professional education, ROOTT supports dental professionals with reliable products and practical solutions designed to improve patient outcomes.

Role Overview

We are seeking a highly organized and service-oriented Customer Service Specialist to help build and manage a responsive, structured, and professional support function. This role will serve as a key point of contact for clinicians, distributors, subsidiaries, laboratories, patients, and internal teams, ensuring inquiries are handled promptly, accurately, and with a strong customer focus. The goal is to respond to all inquiries within two hours while maintaining a seamless support experience across all communication channels.

Key Responsibilities

Provide timely support for clinical-related inquiries, technical and digital workflow questions, general customer requests, sales-related support, distributor and subsidiary support, patient assistance inquiries, and internal IT or operational issues.
Coordinate communication between clinics, laboratories, distributors, sales teams, and internal departments to ensure efficient issue resolution.
Manage and maintain a centralized support database, including FAQs, case references, troubleshooting solutions, and product and workflow documentation.
Support customers and partners through email, phone, messaging platforms, video consultations, and on-site visits when required.
Assist with Clinical Hotline management, Case Desk coordination, Digital & Lab Support Hub activities, case planning support, and prosthetic solution coordination.
Monitor incoming inquiries, track all requests, and ensure proper follow-up through resolution.
Document all customer interactions accurately in company systems and within the Odoo platform, as documentation and CRM tracking are standard expectations in support roles.
Identify recurring customer issues and provide recommendations to improve service quality, workflows, and product performance.
Collaborate with internal departments to improve response times, customer satisfaction, and overall operational efficiency.

Requirements

Experience in customer support, customer success, account coordination, or technical support.
Strong communication, problem-solving, and organizational skills.
Ability to manage multiple inquiries and prioritize tasks effectively.
Experience with CRM or ERP systems; Odoo experience is a plus.
Professional, service-minded, and customer-focused attitude.
Ability to work independently and collaboratively with international teams.
Experience in the dental, medical, healthcare, or technical industries is an advantage.
Understanding of dental implant workflows, digital dentistry, or laboratory coordination is a plus.

ROOTT

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