You will be responsible for the ongoing experience of all Rocket Health customers/patients over WhatsApp, phone, email, and other messaging platforms. This dynamic role requires you to be on WhatsApp actively – our care team believes in quick responses, and clearing queries and tasks in real-time.
Ability to spot patterns in customer behaviour on both an individual and aggregate level and recommend future plans to positively impact their experience
Comes with a judgement-free mindset that aligns with our vision of creating a safe space
Decipher, aggregate, and clearly document emergent customer issues and escalate to appropriate internal teams and key stakeholders
Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience
Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer-facing functions/ channels
Consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey
Skills and Qualifications
Can hold a smile and a conversation (verbal and written) in English and Hindi (additional languages are the cherry on the cake
Should be comfortable communicating with customers via phone, WhatsApp, email and other messaging platforms – Knowledge of emojis is a skill we love 🧡
Inherent capacity to build a strong rapport and relationship with people – patience is the key to success
Knowledge about mental or sexual healthcare or any healthcare is an added advantage – rest assured, we will train you
Prior experience in a similar role will be preferred – but to be honest, we are all from an unconventional background and we won’t mind taking a bet on an outlier profile