Associate, Customer Service

3 weeks ago

Maharashtra, India Cactus Communications Services Pte. Ltd. Full time

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 elevating customer experiences? Step into the role of Customer Service Associate for our night shift at Editage Editage, the world’s foremost academic publication solutions partner for over 18 years, is seeking committed individuals prepared to thrive in a 9-hour night shift, working any five days a week, including weekends.

In this role, you will:

- Take ownership of the customer experience, influencing their decisions to buy, renew, or expand services
- Exhibit strong teamwork, punctuality, and problem-solving skills daily

If you’re searching for more than just a job and are excited about investing in a career opportunity, we want to hear from you

Job responsibilities:

- Understand both implicit and explicit customer needs and requirements, offering the best-suited price, service, and delivery options from the start.
- Respond to inbound support tickets promptly, providing useful information to minimize friction while using our service.
- Maximize customer satisfaction through accurate and timely resolutions, consistently meeting or exceeding stated SLAs.
- Anticipate customer needs and potential issues, developing a deep understanding to empower our customers in achieving their goals.
- Troubleshoot and resolve client complaints and account inquiries in a single interaction to enhance the customer experience and create promoters.
- Serve as the voice of the customer for internal teams, going the extra mile to delight customers and encourage brand loyalty. Collaborate with cross-functional teams on organizational goals and projects.
- Handle all tickets and calls, answering any questions regarding the Editage website and EOS platform, and escalate complex issues when necessary.

Qualifications and prerequisites:

- Have excellent written and spoken communication skills. English is mandatory; other languages are welcome
- 0-2 year of experience; _Freshers are encouraged to apply._
- Have a service-oriented and customer-first mindset. You enjoy helping and using your communication, persuasion, and people skills to achieve operational and team results.
- Have a collaborative working spirit and can work seamlessly across teams and functions to resolve sticky situations.
- Have excellent interpersonal and intercultural skills and can work with global teams.
- Enjoy working under pressure, are flexible, and can maintain a positive attitude even when the going gets tough.

LI-REMOTE

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. We also encourage them to place their trust and be open to differences in opinions and feedback.

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 2016.
- 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 2022
- Winner of ‘Best Innovation Leveraging AI Services’ at AWS AI Conclave 2022
- 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 2019
- Ranked #1 among India’s Great Mid-Size Workplaces by Gr

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