Customer Service Representative (CSR2), Raniganj

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 scenariosCoordinate 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 campusesSupport 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 policiesMaintain 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 preferredWorking 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 skillsWillingness 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 securitySLA&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 proceduresDay 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-offby Team Lead and QA