Customer Service Specialist

About the role

Basma.com is seeking a Customer Service Specialist to guide patients through their invisible aligner treatment journey. You will act as the primary point of contact, ensuring a smooth, supportive experience from the first consultation to the final outcome.

Key responsibilities

• Follow up on every touch point during the aligner treatment journey.
• Connect patients with partner clinics and coordinate treatment logistics.
• Respond to patient queries via WhatsApp, phone, and email within defined SLA.
• Manage inbound and outbound calls and complete outbound tasks on schedule.
• Handle tickets in the CRM platform, covering pre‑treatment to post‑treatment activities.
• Collect reviews, testimonials, before‑and‑after photos, and generate sales through referrals.
• Track monthly payments and coordinate with accounting for collections.
• Collaborate with Lab, Treatment Design, and Delivery teams to ensure timely aligner production and monitoring.
• Educate patients on using aligners, the mobile app, and dental procedures.

Required profile

• Bachelor's degree in any related field (Humanities, Sciences, Marketing, Business).
• Experience in health tech, dental environment, or high‑growth startup is a plus.
• Empathetic, customer‑centric attitude with excellent communication skills.
• Proven ability to meet and exceed targets.

Required skills