Customer Service Representative (CSR2)

JOB TITLE- CUSTOMER SERVICE REPRESENTATIVE (CSR 2)

Role Overview

The Customer Service Representative (CSR 2) is an experienced operational role within Department at the Client Hyderabad campus. In addition to all CSR 1 duties, the CSR 2 provides weekly Department support to the HR and NEO team for the India region, requiring deeper process knowledge and cross-campus coordination across Client's multiple India locations.

Key Responsibilities

• Perform all CSR 1 duties including email triage, access credential management, and customer-facing support
• Provide dedicated weekly Department support to the Client HR and NEO team for India operations
• Respond to incoming email requests with elevated autonomy for complex access management scenarios
• Coordinate access management activities across multiple India campuses (Hyderabad, Bengaluru, Chennai, Mumbai, Gurugram, Noida)
• Triage complex requests and resolve independently where authorized
• Facilitate effective communication with India and APAC regional stakeholders
• Manage complex multi-location access credential scenarios across India campuses
• Support biometric enrollment and SmartCard provisioning activities
• Mentor and support CSR 1 team members on processes and procedures
• Contribute to Department Standard Operating Procedures development and maintenance
• Ensure compliance with India IT Act, DPDP Act, and Client corporate security policies
• Maintain audit-ready documentation and support compliance reviews

Required Qualifications

• Bachelor's degree required (B.Com, BBA, B.Tech, or equivalent)
• 2–4 years of experience in customer service, help desk, security operations, or HR onboarding support
• Experience supporting HR teams or new employee orientation programs preferred
• Working knowledge of access control systems and ticketing systems
• Proficiency with Client 365 suite
• Strong written and verbal communication skills in English
• Demonstrated ability to manage multiple priorities and stakeholder relationships
• Detail-oriented with strong organizational and problem-solving skills
• Willingness to work in shifts to support global 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
• Must complete Department onboarding curriculum within 30 days
• Must comply with India IT 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