Zocdoc: Specialist, Customer Experience (Pune) — Pune, Maharashtra, India

About Zocdoc

Zocdoc develops technology that helps patients find and book healthcare appointments. Its employer introduction describes both a healthcare marketplace and infrastructure supporting access to care through other search and provider channels. The stated focus is the path from seeking care to obtaining an appointment. Its work includes making booking accessible beyond its own marketplace, connecting patient-facing discovery with the systems used by healthcare providers and other organisations to make available appointments easier to reach.

The position and its setting

Zocdoc lists Specialist, Customer Experience (Pune) in Pune, Maharashtra, India, under reference 8230772. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Sales & Customer Success
• Employer listing date: 29 September 2026

Responsibilities and work described

• 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 customer service
• Your responsibilities involve assisting patients via phone, email, and chat, embodying the values of Zocdoc in each interaction
• Shift timing: Rotational shift, 6.30pm IST to 3.30 pm IST
• 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

Essential requirements and candidate background

• 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
• 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
• Track record of delivering 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
• Work collaboratively in a dynamic, fast-paced environment
• Dedication to upholding Zocdoc's mission and brand integrity
• Proficiency: using and troubleshooting technology, including software and applications

Preferred experience and additional strengths

• Spanish-speaking is a plus
• In-depth knowledge of the healthcare industry and related terminology (Preferred)
• Proficiency: customer relationship management (CRM) tools (Preferred)
• Assist customers with technical issues or guide them in using Zocdoc's technology effectively (Preferred)
• Familiarity: Zocdoc's platform and services (Preferred)

Location, schedule and contract conditions

• Advertised location: Pune, Maharashtra, India

Benefits mentioned by the employer

• 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

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Specialist, Customer Experience (Pune) vacancy is not an offer for reference 8230772; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Zocdoc

Applications follow the official employer page linked below.

Open the official Zocdoc posting below and match the title and reference 8230772.

Compare your qualifications and experience with the essential conditions for the Pune, Maharashtra, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: AI

An AI-related example should make the task and evaluation explicit. Explain the inputs, the system’s intended output and how you checked errors, usefulness or reliability, rather than relying on the model name alone.

Relevant skills

• AI
• compliance
• insurance
• customer support
• communication
• problem resolution