Customer Support Specialist

Zocdoc; Pune District; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Medical insurance

Catered lunch

Ping Pong

Daycare reimbursement

Phone reimbursement

WiFi reimbursement

Parental leave

Sabbatical

Health check-ups

Great Place to Work

Job summary

Zocdoc in Pune, India is seeking a Specialist, Customer Experience to deliver best-in-class support across phone, email and chat, guiding patients through online booking and resolving issues with empathy.

Join a fast-paced team dedicated to putting the patient first, improving the user journey and driving platform adoption while upholding the Zocdoc mission.

Qualifications

• Proven track record of delivering outstanding customer service, including healthcare or tech domains.
• Strong written and verbal communication with attention to detail.
• Empathetic, patient-focused problem-solving abilities.
• Ability to work in a fast-paced, collaborative environment.
• Proficient with technology and helpdesk tools.
• Spanish-speaking is a plus.

Responsibilities

• Achieve and maintain target Customer Satisfaction Score from surveys.
• Adhere to policies, regulations, and best practices in every interaction.
• Maintain efficient response and resolution metrics for inquiries.

Skills

Customer service excellence

Problem solving

Written communication

Verbal communication

Empathy

Team collaboration

Job description

Job Description:

Your Impact on our Mission

As a Specialist, Customer Experience at Zocdoc, you will play a pivotal role in ensuring that every interaction with our users reflects our commitment to exceptional customer service. Your responsibilities involve assisting patients via phone, email, and chat, embodying the values of Zocdoc in each interaction. With a particular focus on guiding and assisting patients in booking appointments online and helping them solve their problems with empathy and efficiency, you contribute to "giving power to the patient" and keeping the "Patient's First" ethos at the forefront.

Shift timing

Rotational Shift- 6.30 pm IST to 3.30 am IST

You’ll enjoy this role if you are

• Best-in-Class Customer Service: Provide unparalleled customer service experiences via phone, email, and chat, ensuring each interaction exemplifies the Zocdoc commitment to excellence. Strive to exceed user expectations, fostering advocacy and leaving a positive, lasting impression.
• Problem-Solving Assistance: Proactively identify and address patient issues, demonstrating empathy and efficiency in resolving problems and concerns. Assist patients in overcoming challenges and obstacles, ensuring a positive and satisfying experience with Zocdoc.
• Providing a User-Friendly Experience: Ensure users have a seamless and intuitive experience, addressing any challenges they may encounter during the online appointment booking process
• Connection Building: Approach every interaction with empathy and authenticity, understanding that each connection contributes to the user's perception of the Zocdoc brand, with a primary focus on giving power to the patient. Identify opportunities to enhance user trust and loyalty through personalized and genuine interactions, empowering the patient in their healthcare journey.
• Encouraging Platform Utilization: Serve as a trusted partner to users, understanding their needs and encouraging them to utilize Zocdoc to its full potential, including the online booking feature, always prioritizing the patient's convenience and well-being. Advocate for the value of Zocdoc, promoting engagement and encouraging users to actively connect with healthcare providers on our platform with the patient's first mindset
• Assisting with Online Booking: Guide and assist patients in navigating the Zocdoc platform to facilitate seamless online appointment bookings.
• Continuously Improving: Provide insights and feedback to contribute to the ongoing improvement of our customer service processes, ensuring they align with our commitment to excellence and core values. Collaborate with the team to implement strategies that enhance the overall patient experience on Zocdoc, with a specific focus on online appointment booking

Your day to day is

• Achieving and maintaining a target Customer Satisfaction Score as measured through customer surveys
• Adherence to Zocdoc policies, industry regulations, and best practices in every customer interaction, minimizing compliance-related issues
• Optimal response and resolution metrics for customer inquiries, ensuring efficient and effective service delivery without compromising quality

You’ll be successful in this role if you have

• 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
• Spanish-speaking is a plus

Preferred Qualifications

• 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

Benefits

• An incredible team of smart and supportive people
• A competitive compensation package, including attractive medical insurance
• Amazing perks think catered lunch every day, Ping Pong, etc.
• Daycare reimbursement
• The chance to create a better healthcare experience for millions of patients!
• Cellphone and wifi reimbursement
• Competitive parental leave
• Sabbatical leave (over 5 years)
• Annual sponsored health check-ups
• Zocdoc is certified as a Great Place to Work 2022-2026

Note: Ungraduates please don't apply.