At a glance
- Location
- Pune, Maharashtra · Pune
About Zocdoc
- Zocdoc is the country’s leading digital health marketplace that helps patients easily find and book the care they need. Each month, millions of patients use our free service to find nearby, in-network providers, compare choices based on verified patient reviews, and instantly book in-person or video visits online. Providers participate in Zocdoc’s Marketplace to reach new patients to grow their practice, fill their last-minute openings, and deliver a better healthcare experience. Founded in 2007 with a mission to give power to the patient, our work each day in pursuit of that mission is guided by our six core values. Zocdoc is a private company backed by some of the world’s leading investors, and we believe we’re still only scratching the surface of what we plan to accomplish.
- Zocdoc is a mission-driven organization dedicated to building teams as diverse as the patients and providers we aim to serve. In the spirit of one of our core values - Together, Not Alone, we are a company that prides itself on being highly collaborative, and we believe that diverse perspectives, experiences and contributors make our community and our platform better. We’re an equal opportunity employer committed to providing employees with a work environment free of discrimination and harassment. Applicants are considered for employment regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity, gender expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or any other class protected by applicable laws.
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About the role
- The Specialist, Customer Experience at Zocdoc plays a pivotal role in ensuring every user interaction reflects the company's commitment to exceptional customer service.
- This role involves assisting patients via phone, email, and chat to guide them through online appointment booking and resolve issues with empathy and efficiency.
Responsibilities
- Provide customer service via phone, email, and chat.
- Guide and assist patients in navigating the Zocdoc platform for online appointment bookings.
- Proactively identify and address patient issues with empathy and efficiency.
- Achieve and maintain target Customer Satisfaction Scores.
- Adhere to Zocdoc policies, industry regulations, and best practices.
- Meet response and resolution metrics for customer inquiries.
- Provide insights and feedback to improve customer service processes.
- Encourage users to utilize Zocdoc features to their full potential.
Requirements
- 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.
Preferred qualifications
- 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
- Competitive compensation package
- Medical insurance
- Catered lunch
- Ping Pong
- Daycare reimbursement
- Cellphone and wifi reimbursement
- Competitive parental leave
- Sabbatical leave (over 5 years)
- Annual sponsored health check-ups
Skills
- CRM
