![Cactus Communications Services Pte. Ltd.](https://media.trabajo.org/img/noimg.jpg)
Associate, Service Feedback Quality
2 weeks ago
Job description:
Please note:
We are a remote-first organization so you can work from anywhere in India. You may be required to travel to our Mumbai office based on business requirements or for company/team events.
Are you passionate about transforming customer feedback into actionable insights that drive exceptional service quality? We are looking for a dynamic and dedicated Service Feedback Specialist to join our team.
In this role, you will champion the Voice of the Customer (VOC), taking ownership of client feedback received through our Service Feedback channel.
If you thrive on driving impactful changes, this is the opportunity for you
Job responsibilities:
- Analyze qualitative and quantitative feedback data to identify trends, areas for improvement, and potential service gaps.
- Collaborate with crossfunctional teams (Customer Service, Product, Tech, etc.) to develop action plans based on feedback insights.
- Develop and implement a robust feedback collection process to systematically gather customer insights across various touchpoints.
- Monitor and track the progress of feedbackdriven initiatives to ensure effective implementation and impact on service quality.
- Produce regular reports and presentations to communicate feedback findings and recommendations to stakeholders.
Qualifications and prerequisites:
- At least 1 year of experience in customer feedback collection and analysis
- Bachelor's degree or higher
- Strong analytical skills with the ability to interpret data and derive actionable insights
- Excellent communication and presentation skills, with the ability to convey findings to diverse audiences
Additional information:
CACTUS is a culture-driven company powered by its people, their passion, and their inspiration. All Cactizens live by the culture and values that define us.
We value people for their talent, personality, competency, and the ability to learn and grow. We create a work environment that allows people to thrive and show their best performance. We believe in meritocracy.
We take pride in our diversity. We strive to embrace diverse voices and create an inclusive workplace.
We encourage all Cactizens to talk openly about their ideas and opinions and provide feedback to anyone who is a part of CACTUS, regardless of designation, experience, or seniority.
About CACTUS:
Cactus Communications is a science communication and technology company. We specialize in AI products and solutions that improve how research gets funded, published, communicated, and discovered.
We offer editorial, translation, education, and training solutions for researchers; strategic and tactical scientific content solutions to global life science organizations; AI-powered scholarly publishing products for journals and researchers; and solutions for science dissemination and engagement with peers, public, and policymakers for wider research outreach.
We have offices in London, Princeton, Singapore, Beijing, Shanghai, Tokyo, Seoul, and Mumbai; a global workforce of over 3,000 experts; and customers from over 190 countries.
Awards and recognition:
- Cactus Communications has consistently ranked among the top 20 on the global list of the Top 100 Companies for Telecommute Jobs since 201
- Recognised as 'Employers of the Future' two years in a row in 2023 and 2022, in a study by LeadUp Universe, Fortune India and Work Universe
- Recognised as One of India's Top 100 best Workplaces for Women by Great Place To Work in 202
- Winner of 'Best Innovation Leveraging AI Services' at AWS AI Conclave 202
- Recognized as one of the Best Companies for Millennials 2019 by Times Ascent and Learning & Organisation Development Roundtable
- Emerged as one of India's Top 10 Safe Workplaces for Women in a survey conducted by Rainmaker in 201
- Ranked #1 among India's Great Mid-Size Workplaces by Great Place to Work Institute in 2017
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