Specialist, Customer Experience (Pune)

Overview

Specialist, Customer Experience at Zocdoc, assisting patients via phone, email, and chat, with a focus on guiding them through online appointment booking and resolving their problems with empathy and efficiency.

What you'll do

• Provide best-in-class customer service via phone, email, and chat, exceeding user expectations.
• Proactively identify and address patient issues, resolving problems and concerns with empathy and efficiency.
• Ensure users have a seamless, intuitive experience, addressing challenges encountered during the online appointment booking process.
• Approach every interaction with empathy and authenticity, building trust and loyalty.
• Serve as a trusted partner to users, encouraging use of Zocdoc to its full potential, including online booking.
• Advocate for the value of Zocdoc and encourage users to connect with healthcare providers on the platform.
• Guide and assist patients in navigating the Zocdoc platform to facilitate online appointment bookings.
• Provide insights and feedback to continuously improve customer service processes.
• Collaborate with the team to implement strategies that enhance the patient experience, with a focus on online appointment booking.
• Achieve and maintain a target Customer Satisfaction Score as measured through customer surveys.
• Adhere to Zocdoc policies, industry regulations, and best practices in every customer interaction.
• Meet optimal response and resolution metrics for customer inquiries without compromising quality.

What you'll need

• Proven track record of delivering outstanding customer service, with a focus on healthcare or technology-related industries.
• Impeccable written and verbal communication skills.
• Sharp focus and the ability to flourish in both independent and collaborative settings.
• 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 effectively.
• Familiarity with Zocdoc's platform and services.

Details

• Location: Pune, Maharashtra, India.
• Rotational shift, 6:30 pm IST to 3:30 pm IST.