Specialist, Customer Experience (Pune)
About this job
As a Specialist, Customer Experience at Zocdoc in Pune, you will join a company dedicated to building the leading healthcare marketplace with the mission of giving power to the patient. Zocdoc works to make healthcare access seamless, helping millions of people find and book the care they need. In this full-time role involving rotational shifts from 6:30 pm IST to 3:30 pm IST, your daily routine centers around helping patients navigate the platform and solving their queries. A normal day involves delivering exceptional service via phone, email, and chat, guiding patients through online appointment bookings, addressing concerns with empathy, meeting target customer satisfaction scores, maintaining response metrics, and adhering to company policies while working collaboratively in a fast-paced environment.
Responsibilities
- Provide customer service via phone, email, and chat
- Guide and assist patients with online appointment bookings
- Identify and address patient issues with empathy and efficiency
- Encourage users to utilize Zocdoc to its full potential
- Achieve and maintain target Customer Satisfaction Scores
- Adhere to Zocdoc policies, regulations, and best practices
- Contribute insights to improve customer service processes
Requirements
- Proven track record of delivering outstanding customer service
- 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 and software
Good to have
- Spanish-speaking skills
- In-depth knowledge of the healthcare industry and terminology
- Proficiency in customer relationship management tools
- Familiarity with Zocdoc's platform and services
Who should apply
This role suits candidates with a strong background in customer service, particularly in healthcare or technology-related industries. Ideal applicants will possess excellent communication skills, a patient-focused and empathetic mindset, and comfort with technology troubleshooting. If you are passionate about patient advocacy, enjoy solving problems efficiently, and can adapt to rotational night shifts, this opportunity at Zocdoc in Pune is a great fit for you.
Frequently asked questions
What are the shift timings for the Specialist, Customer Experience role at Zocdoc?
The shift timings are rotational, running from 6.30 pm IST to 3.30 pm IST.
What communication channels are used by the Specialist, Customer Experience at Zocdoc?
You will assist patients via phone, email, and chat.
Is healthcare industry knowledge mandatory for the Specialist, Customer Experience position at Zocdoc?
In-depth knowledge of the healthcare industry is preferred rather than strictly mandatory.
Where is the Zocdoc Specialist, Customer Experience position located?
This role is located in Pune, Maharashtra, India.
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