Profile: Customer Success Associate
Pan India: Work from home job
Responsibilities
- 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
- A passion for speaking to people is a must
Please fill out the form here to apply.
In the form, you will also be asked to upload a 1-2 min self-recorded video 🎥 telling us why you are a good fit for the role/your experience – as a file or an unlisted YouTube video
P.S. — We are not building your usual health tech. We are assembling the most driven, fun, most passionate people who are excited about solving hard problems in Indian healthcare. Let’s build this together 🔥