Customer Service Representative
Hyderabad, Telangana - India

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Job Summary:

The GSAM Customer Service Representative 1 (CSR1) works directly with the customer either in person or via email correspondence. A GSAM CSR1 responses to incoming email to the GSAM queue from various internal and external customers, triages requests specific to access control and directs to the appropriate groups, businesses, or individuals for resolution, facilitates effective communication both internal to GSAM and in coordination with external stakeholders and interest groups, assists in the completion of inter-business-unit projects, manages any/all access manipulations as directed; and performs administrative and miscellaneous duties as directed by the GSAM Management.

Essential Functions:

  1. Represent Pinkerton's core values of integrity, vigilance, and excellence.
  2. Greet and assist all GSAM customers while ensuring quality customer service. (where applicable)
  3. Process incoming emails using SNOW system and TEAMS communications to GSAM.
  4. Coordinate issuance and administration of physical access cards.
  5. Provide tier1/tier2 support for network access including troubleshooting.
  6. Provide ongoing support for system users (cardholders) and VPN/RAS users.
  7. Monitor the system and respond in accordance with prescribed access control procedures.
  8. Use the Shipping tool to ship and track packages worldwide to ensure delivery.
  9. Provide daily administration of the Global Access Control System.
  10. Provide assistance with procedural review, analysis and process development.
  11. Maintain an in depth knowledge of all established policies and procedures.
  12. Support all department and company goals and objectives.
  13. Explore and adopt changing technology in preparedness for and to accommodate evolving company needs.
  14. Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary in order to achieve assigned business objectives.
  15. The functions listed describe the business purpose of this job or position. Specific duties or tasks may vary and be documented separately. An associate might or might not be required to perform all functions listed. Additional duties may be assigned, and functions may be modified, according to business necessity.
  16. All assigned duties or tasks are deemed to be part of the essential functions, unless such duties or tasks are unrelated to the functions listed, in which case they are deemed to be other (non-essential) functions.
  17. In performing functions, duties or tasks, associates are required to know and follow safe work practices, and to be aware of company policies and procedures related to job safety, including safety rules and regulations. Associates are required to notify superiors upon becoming aware of unsafe working conditions.
  18. All functions, duties or tasks are to be carried out in an honest, ethical and professional manner, and to be performed in conformance with applicable company policies and procedures. In the event of uncertainty or lack of knowledge of company policies and procedures, associates are required to request clarification or explanations from superiors or authorized company representatives.
  19. May be exposed to or required to handle sensitive and confidential information and must demonstrate the ability to maintain utmost confidentiality and privacy.

Education, Experience, and Certifications:

  • Excellent communications skills, written and verbal, with a strong understanding of English grammar and composition.
  • Proficient with Microsoft Outlook, Word, Excel and SharePoint.
  • Experience with Lenel access control system is a plus.
  • Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives.

Competencies:

  • Ability to work in a team environment and able to complete tasks in a timely manner.
  • Positive customer service experience with strong listening skills and patience.
  • Developed computer skills with proficient knowledge of operating systems.
  • Able to work in a fast paced environment while effectively making decisions.
  • Strong verbal and written communication skills.
  • Proficient problem solving, analysis and research skills.
  • Ability to work professionally and productively with others.
  • Well-developed organizational skills and attention to details.
  • Capable of working under pressure while maintaining a professional image and approach with clients.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to perform effectively all essential functions. In addition to other demands, the demands of the job include:

  • Maintain composure in dealing with authorities, executives, clients, staff, and the public occasionally under conditions of urgency and in pressure situations.
  • Exposure to sensitive and confidential information.
  • Regular computer usage.
  • Ability to handle multiple tasks concurrently.
  • Must have a reliable means of transportation (public or private).
  • Must be able to see, hear, speak, and write clearly in order to communicate with employees and/or customers.

Pinkerton is an equal opportunity employer and provides equal opportunity to all applicants for all positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status or any protected status by local, state, federal or country-specific law.

*Current employees include Pinkerton and all Securitas divisions.