Specialist, Customer Experience (Pune)

The role

You will assist patients by phone, email and chat, helping them book appointments online and solve their problems. The role focuses on empathy, efficiency and a positive experience on the Zocdoc platform.

What you will do

• Assist patients via phone, email and chat.
• Guide patients in booking appointments online on the Zocdoc platform.
• Proactively identify and resolve patient issues with empathy and efficiency.
• Ensure users have a smooth, intuitive experience on the platform.
• Encourage users to use Zocdoc to its full potential, including online booking.
• Adhere to Zocdoc policies, industry regulations and best practices in every interaction.
• Achieve and maintain a target Customer Satisfaction Score.
• Meet response and resolution targets for customer inquiries.
• Provide insights and feedback to improve customer service processes.

Required qualifications

• Proven track record of delivering outstanding customer service, in healthcare or technology-related industries.
• Impeccable written and verbal communication skills.
• Empathetic and patient-focused approach to problem-solving.
• Ability to work collaboratively in a dynamic, fast-paced environment.
• Dedication to upholding Zocdoc's mission and brand integrity.
• Proficiency in using and troubleshooting technology, including software and applications.

Nice to have

• Spanish-speaking.
• In-depth knowledge of the healthcare industry and related terminology.
• Proficiency in customer relationship management (CRM) tools.
• Ability to assist customers with technical issues or guide them in using Zocdoc's technology.
• Familiarity with Zocdoc's platform and services.

Benefits

• An incredible team of smart and supportive people.
• A competitive compensation package, including attractive medical insurance.
• Perks such as catered lunch every day and Ping Pong.
• Daycare reimbursement.
• Cellphone and wifi reimbursement.
• Competitive parental leave.
• Sabbatical leave (over 5 years).
• Annual sponsored health check-ups.

About the company

Zocdoc is a digital health marketplace that helps patients find and book the care they need. It was founded in 2007 with a mission to give power to the patient.