JOB TITLE- Customer Service Representative (CSR 1)

Role Overview

The Customer Service Representative (CSR 1) works directly with Client employees, contractors, vendors, and partners either in person or via email correspondence to support Department operations at the Client Hyderabad campus. With 7 headcount, this is the largest single-site CSR 1 deployment in the global Department program, supporting India and broader APAC access management needs.

• Key ResponsibilitiesRespond to incoming email requests submitted to the Department queue from internal and external Client customers across India and APAC
• Triage requests specific to physical and logical access control, directing inquiries to appropriate groups for resolution
• Facilitate effective communication both internal to Department and in coordination with India and APAC stakeholders
• Assist in the completion of inter-business-unit projects as assigned
• Manage access credential manipulations including badge issuance, activation, replacement, and deactivation
• Support New Employee Orientation (NEO) access enablement for Hyderabad, Bengaluru, Chennai, Mumbai, Gurugram, and Noida campuses
• Perform biometric enrollment services including in-person and virtual enrollment via Client Teams
• Execute SmartCard provisioning including new issuance, replacement, and PIN setup
• Maintain the Self-Service Portal for tracking cardholder records and submitting requests
• Ensure compliance with Client corporate security policies, India IT Act, and DPDP Act requirements
• Follow all Department Standard Operating Procedures (SOPs) and maintain audit-ready documentation

Required Qualifications

• Bachelor's degree required (B.Com, BBA, B.Tech, or equivalent)
• 1–2 years of experience in customer service, help desk, or security operations
• Proficiency with Client 365 suite
• Excellent written and verbal communication skills in English
• Familiarity with access control systems and ticketing systems preferred
• Demonstrated ability to handle sensitive and confidential information
• Attention to detail and strong organizational skills
• Customer-focused demeanor with professional appearance
• Willingness to work in shifts to support global Department operations if required

Compliance & Security Requirements

• Must complete SSPA and DPR training prior to system access
• Must execute Client NDA and pass Indian background verification per Client requirements
• Must complete Department onboarding curriculum within 30 days
• Must comply with India Information Technology Act 2000, DPDP Act 2023, and applicable rules
• Annual recertification on privacy, access governance, and physical security

SLA & Performance Targets

• All support requests acknowledged and actioned within designated performance requirements
• Error rate ≤ 1% by day 60
• 100% SLA adherence by day 90
• Quarterly quality audits and monthly compliance reviews

Training & Onboarding

• All personnel will follow the Department 30-60-90 day role-based enablement program:Pre-boarding (Week 0): SSPA/DPR attestation, SAW laptop issue, NDA execution, regional security briefings, LMS curriculum assignment
• Day 1–30 (Foundations): Client policy and privacy, Department SOPs, Self-Service Portal, queue handling, escalation rules, physical security procedures
• Day 31–60 (Operations): Supervised rotations covering photo/print, access changes, badge shipping, PACS maintenance, SmartCard issuance, audit logging
• Day 61–90 (Certification): Independent case handling to 100% accuracy, SLA adherence validation, regional data-protection module completion, sign-off by Team Lead and QA