Client Care Support Representative

Access | Information Management; Chennai; Remote; INR 250,000 - 480,000; Full time

Job summary

Access is a global leader in information management solutions, seeking a Client Care Support Representative (India). This remote role supports onshore US teams by handling back-office work orders, data entry, and research to back the customer-facing function.

Working hours align with India night shift (9:30 PM to 6:30 AM IST), Monday to Friday. You will join a busy Customer Care department in Guindy, Chennai, reporting to the Supervisor – US.

Qualifications

• Bachelor's degree preferred.
• Six months or more experience in a back-office, data processing, or shared-services environment preferred.
• Excellent Windows-based computer skills and strong English communication for internal use.

Responsibilities

• Process work orders and service-related updates with no direct customer contact.
• Perform back-office data entry and database research per SOPs.
• Handle internal requests regarding order fulfillment status and pricing lookups.
• Notify supervisor of issues and follow escalation procedures.
• Log and route internal communications to the onshore team.

Skills

Windows-based computer skills

Strong written English

Listening and comprehension

Attention to detail

Team collaboration

Problem solving

Multi-tasking

Adaptability

Education

Bachelor's degree preferred

Job description

Job Title/Role

Client Care Support Representative

Mode of hire

Full-Time

Base Location

Guindy, Chennai

Mode of work

Remote

Shift Timing

Willing to work in India Night Shift

[9:30 PM to 6:30 AM IST] - Monday to Friday

Experience

2 to 4 Years

Number of Positions

6

Department

Customer Care

Reports to

Supervisor – US (Excellent communication is mandatory to communicate with US Team Members)

Notice Period

Only Immediate Joiners

About Us

Access is a global leader in information management solutions, offering comprehensive services across the entire document and records management lifecycle. From secure offsite storage for paper and digital records to advanced software for privacy, retention, and document management, Access enables organizations to protect, govern, and maximize the value of their information. Our end-to-end services include backfile imaging and digital delivery, scanning and digitization, business process automation, and secure destruction, purges, shredding and data archiving.

About The Role

The Customer Care Support Representative (India) provides back-office processing support for Access customers. This is a non-customer-facing role: the representative does not take inbound Customer calls or initiate outbound Customer contact. Instead, the role processes work orders, service requests, data entry, and database research that support the Customer-facing Customer Care teams based onshore, ensuring accurate and timely execution behind the scenes.

Roles and Responsibilities Primary Functions

• Process service scheduling requests and service-related updates received from onshore Customer Care teams; no direct Customer contact required.
• Provide back-office product support for Access’s Record Management system by processing requests routed from the onshore support queue.
• Process work orders daily while complying with SOPs
• Process internal requests regarding order fulfillment status, service availability, and pricing lookups for use by the onshore Customer-facing team; no direct Customer interaction.
• Notify operations (warehouse teams) of changes that may affect service schedules.
• Complete database research on missing Customer containers, files, or tapes, and maintain accurate records per SOPs.
• Log and route Customer communication needs (e.g., callback requests) to the appropriate onshore team member; does not contact Customers directly.
• Process destruction and permanent-out work orders per SOPs.
• Complete Customer data entry per SOPs.
• Complete importing of Customer data per SOPs.
• Process requests for printed barcodes as needed per SOPs.

Secondary Functions

• Notify direct supervisor of any issues related to your job.
• Follow proper escalation procedures per SOPs, routing any item requiring direct Customer contact to the onshore Customer Care team.

Other Responsibilities

• Comply with all company policies and procedures.
• Maintain knowledge of our industry and new regulations.
• Other duties as assigned by supervisor.

Required Qualifications

• Bachelor's degree preferred.
• Six months or more experience in a back-office, data processing, or shared-services environment preferred.

Knowledge, Skills And Abilities

• Must have strong Windows-based computer skills.
• Strong written English communication skills (grammatically correct; used for internal documentation and handoffs, not direct Customer correspondence).
• Excellent listening and comprehension skills for internal team coordination.
• Must have excellent attention to detail.
• Ability to work collaboratively in a team environment, including coordinating across time zones with onshore teams.
• Ability to problem-solve independently within SOP guidelines.
• Ability to multi-task with a strong attention to detail.
• Ability to adapt to a fast-paced environment.
• Ability to demonstrate continuous employment/work history.

Competencies

• Strong Communication Skill
• Ownership and Accountability
• Attention to detail
• Team Collaboration
• Problem Solving