[Hiring] Client Care Support Representative @Access

Role Description

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

• 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.

Qualifications

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

Requirements

• 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