01Overview
About the Company
Artech is seeking customer-centric and detail-oriented Customer Service Representatives (Chat Support) to deliver exceptional customer experiences through digital communication channels. The role requires strong written communication, problem-solving abilities, and a commitment to providing timely and accurate resolutions while maintaining the highest standards of customer service.
Responsibilities
Handle inbound customer interactions through chat in a professional, courteous, and empathetic manner.
Understand customer concerns, identify appropriate solutions, and ensure timely issue resolution.
Deliver a seamless customer experience while meeting quality, productivity, and customer satisfaction (CSAT/NPS) targets.
Accurately document customer interactions in internal systems and CRM tools.
Adhere to established processes, compliance guidelines, and quality standards.
Effectively manage multiple chat conversations simultaneously while maintaining accuracy and response quality.
Escalate complex customer concerns to appropriate teams when required.
Contribute to continuous process improvements and maintain a customer-first approach.
Requirements
12 years of experience in Customer Service or Customer Support. Freshers are welcome.
Prior experience in Chat Support or Non-Voice processes will be an added advantage.
Excellent written communication skills in English.
Strong typing speed with 28 WPM - 95% accuracy.
Ability to multitask and handle multiple customer interactions simultaneously.
Good analytical and problem-solving skills.
Familiarity with CRM applications and chat support tools.
Exposure to Healthcare, Insurance, or Managed Care processes is preferred.
Strong customer handling and interpersonal skills.
Candidates should be comfortable working in rotational US shift timings (Evening/Night Shifts) and a 100% office-based environment.
Initial 6-month Contract, extendable based on performance and business requirements.
Eligible Educational Qualifications: BA, BBA, B.Com, B.Sc, MA, MBA, M.Com, MSc.
Not Eligible: B.Tech / BE, M.Tech, MCA, BCA (if fresher / 2025 - 2026 passouts). .
