Taking applicationsVoice Support·Posted 15h ago
Specialist, Customer Experience (Pune)
ZocdocVerified company
Pune, Maharashtra, India
Pay
Not listed
Job type
Full-time · On-site
Hours
US hours
Location
Pune, Maharashtra, India
EnglishMid level
About the role
Customer Experience Specialist supporting patients by phone, email, and chat for a healthcare booking marketplace. The Pune-based role focuses on online appointment booking help, issue resolution, and maintaining customer satisfaction on a rotational shift from 6:30pm to 3:30am IST.
What you'll do
- Assist patients via phone, email, and chat
- Guide patients through online appointment booking
- Resolve patient issues with empathy and efficiency
- Achieve customer satisfaction targets
- Adhere to policies and industry regulations
- Meet response and resolution metrics
- Provide feedback to improve customer service processes
- Encourage platform utilization
What you'll need
- Proven customer service track record
- Excellent written and verbal communication
- Empathetic, patient-focused approach
- Collaborative in a fast-paced environment
- Technology troubleshooting proficiency
- Spanish-speaking is a plus
- Healthcare industry knowledge preferred
- CRM tool proficiency preferred
Skills
Customer servicePhone, email, and chat supportProblem-solvingEmpathyOnline booking assistanceCRM toolsTechnical troubleshootingCommunication
Benefits
Health insuranceCellphone and wifi reimbursementPaid parental leaveSabbatical leaveDaycare reimbursementAnnual health check-upsCatered lunchGreat Place to Work certification
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