Specialist, Customer Experience (Pune)

Our Mission You call. You wait. You call again. In every other part of your life, you book in seconds. In healthcare, you’re blocked. We’re here to give power to the patient. For nearly 20 years, we’ve built the leading healthcare marketplace - helping tens of millions of people find and book the care they need. Now, we’re going further: building our infrastructure beyond Zocdoc’s marketplace to power access to care wherever patients search, from provider websites and insurance directories to search engines, AI platforms, and more. Healthcare still lacks something every other major consumer industry takes for granted: a seamless way to go from seeking to getting. We don’t want to own the front door to care; there isn't one. We want to make sure all of those doors open when patients are knocking. Fixing healthcare starts with fixing access to it. And we're still just getting started. 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, 6.30pm IST to 3.30 pm 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.