Customer Service Representative

Scalence; Hyderabad; On-site; INR 300,000 - 500,000; Full time

Job summary

Scalence in Hyderabad is seeking a Customer Service Representative (CSR 2) to provide operational support for HR and NEO teams. This role includes responsibilities such as email triage, complex access management, and mentoring CSR 1 team members.

Applicants should have a Bachelor’s degree and 2-4 years of relevant experience. Strong communication skills and the ability to manage multiple priorities are essential. Compliance with Indian IT regulations is also required.

Qualifications

• 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.
• Detail-oriented with strong organizational and problem-solving skills.

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.
• Support biometric enrollment and SmartCard provisioning activities.

Skills

Customer Service

Problem-Solving

Organizational Skills

Communication Skills

Education

Bachelor’s degree (B.Com, BBA, B.Tech, or equivalent)

Tools

Client 365 suite

Access control systems

Ticketing systems

Job description

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
• Triage complex requests and resolve independently where authorized
• Facilitate effective communication with India and APAC regional stakeholders
• 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
• 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