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Customer Service Representative (CSR2)

Fresher   Hyderabad   28 Jun, 2026
ARTECH INFOSYSTEMS PRIVATE LIMITED
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    JOB TITLE- CUSTOMER SERVICE REPRESENTATIVE (CSR 2)Role OverviewThe 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 Clients 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
    • Bachelors 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 & OnboardingAll 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 130 (Foundations): Client policy and privacy, Department SOPs, Self-Service Portal, queue handling, escalation rules, physical security procedures
    • Day 3160 (Operations): Supervised rotations covering photo/print, access changes, badge shipping, PACS maintenance, SmartCard issuance, audit logging
    • Day 6190 (Certification): Independent case handling to 100% accuracy, SLA adherence validation, regional data-protection module completion, sign-off by Team Lead and QA

Keyskills :
security operationscommunication skillscustomer servicedesk

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