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
- Robust 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

📌 Customer Service Representative (Hyderabad)
🏢 Artech Infosystems Private
📍 Hyderabad