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.
