Customer Service Representative (Chat Support)

Client: OPTUM

Joining Locations: Hyderabad

Interview Process: In-person Walk-in + Typing Test + CAT Assessment + Domain Round

Drive Dates : Starting from 6th July ( Daily drive until we have enough selects, this includes weekend also. We have to target all selections before 24th July )

Drive Timing : 10:00 AM to 3 PM

JobDiva ID: 26-38252

Office Addresses :

Hyderabad Office:

Artech Infosystems

Plot No. 118/1/14/C, Unit No. 332, 3rd Floor, DLF VC Silicon Towers, Kondapur, Hyderabad, Telangana – 500032

Point of Contact (POC)

Artech Hyderabad: Saikam Nagendra

Hiring Plan :

take JOY SENGUPTA support for CAT Preparation; we will check slots from him and line up candidates who are shortlisted a day prior in Walkin.

Offered CTC Range:

Exp Range

Hyderabad

6M-2Y

Exp

300000

0-6M

Min

288000

Fresher

Apprentice

182004

Candidate Requirements :

We are looking for a customer-focused Customer Service Representative (Chat Support) to deliver high-quality support through digital chat platforms.

Key Responsibilities

• Handle inbound customer interactions via chat with professionalism and empathy.
• Understand customer issues and provide accurate and timely resolutions.
• Maintain quality, productivity, and customer satisfaction metrics (CSAT/NPS).
• Document chat interactions clearly and accurately in internal systems.

Required Qualifications

• 0–2 years of customer service experience (chat support preferred).
• Strong written communication skills in English.
• Ability to manage multiple chat conversations simultaneously.

Preferred Qualifications

• Prior experience in chat-based customer support.
• Exposure to healthcare, insurance, or managed care processes.
• Familiarity with CRM tools or chat platforms.
• Excellent typing speed and accuracy.

Educational Background Eligibility

Process only candidates with the following qualifications:

• B.Sc.
• B.Com.
• B.A.
• MBA

.

Typing Test

TypingTest.com – Complete a 60-second Typing Test.

Background Verification (BGV) :

Please ensure candidates are informed about the BGV process, which includes:

• Criminal Check
• Database Check
• ID Verification
• Employment Verification
• Education Verification
• Physical Address Verification

Important Guidelines

• Do not process candidates with international work experience or prior government employment.
• Two non-productive recruiters from the Noida team will be assigned to handle BGV documentation.
• Two dedicated BGV processors will be assigned in Hyderabad, including Haritha (tentative) and one additional resource (TBD).

Educational Documents Required

• 10th Marksheet
• 12th Marksheet
• Degree Consolidated Marksheet
• Provisional Certificate

Employment Documents Required

• Offer Letter(s)
• Experience Letter(s) from all previous employers
• Last three months salary slips from the latest employer (or bank statements if salary slips are unavailable)

Mandatory Documents

• Aadhaar Card copy
• PAN Card copy
• Updated Resume (All education and employment details must match the supporting documents.)

Compensation Guidelines

• Target candidates within the approved salary range.
• An additional cost of INR 16,650 must be added in HRMS.
• The bill rate will be shared shortly.
• Ensure there is no disparity between the candidate's experience and the offered salary, including PF details.

Apprentice Hiring

• Apprentice hiring will be limited to non-technical candidates.
• Apprentices will receive a stipend plus DPD (INR 16,667 per month, including INR 1,500 to be paid directly by the Government into the candidate's bank account).
• Initially, the company plans to pay the full stipend and recover the Government's DPD contribution (INR 1,500) later, as Government disbursements may be delayed.
• Please explain this clearly to the candidates.

Expectation Setting :

Candidates must agree to the following conditions before processing:

• 6-month contract
• Rotational shifts
• Rotational weekly offs
• 100% Work from Office
• No unplanned leave or NCNS (No Call No Show) cases will be entertained.
• Extended break times without valid reasons will not be accepted.
• No public holidays.
• Candidates must adhere to all company policies and expectations.
• Non-availability of company transport is not a valid reason for reporting late to work.
• Obtain candidate acceptance for all expectation-setting points, including attendance, resignation policy, behavior, and attitude (refer to the attached document).

Client Benefits :

The client will provide:

• Two-way cab facility from designated nodal points within a 40 km radius. Last-minute pickup or drop requests outside the designated routes will not be accommodated. Please set this expectation with candidates from Day 1.
• Meals will not be provided.
• One month of training at the client site, after which candidates will move into production.