Customer Service Representative – Non-Voice (Chat Support)

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

• 1–2 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).