Associate, Customer Service

Job description:

CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events

As an Associate, Customer Service, achieve high levels of customer satisfaction when responding to inbound customer requests via email and call. Take personal ownership for the customer experience to help influence their decision to buy, renew or expand upon services they have with us. We are looking for people who are not merely interested in a job, but rather are passionate about CX.

The ideal candidate will invest in this job as the true career opportunity it is. A successful candidate is a person who is at their desk and on time every day, ready to solve problems, meet the varying requirements of the role and be a good teammate.

Please note: This is a contractual role for a period of 6 months. You will be expected to work in a 9-hour shift and you'd be working any five days of the week (including Saturdays and Sundays). Shift timings- 5:30 AM to 11 PM.

Job responsibilities:

• Deeply understand implicit and explicit customer needs and requirements and give them the best suited price/service/delivery options in the first go.
• Respond to inbound support tickets, ensuring they receive timely, useful information to reduce friction while using the service
• Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs
• Anticipate customer needs and problems before they surface; develop deep customer intuition to empower our customers to achieve their goals.
• Troubleshoot and resolves client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience.
• Be the voice of the customer for internal teams and go the extra mile to delight customers so that they come back and prefer our brand over competition working with cross functional teams on allied organization goals & projects.
• Handle all of our tickets & calls with the ability to answer any and all questions in regards to the Editage website and EOS platform and escalate complex issues when appropriate.

Qualifications and prerequisites:

• Have a service oriented and customer first mind set. You should enjoy helping and using your communication, persuasion, and people skills to achieve operational & team results
• Have excellent written and spoken communication skills. English mandatory, other languages are welcome
• Have a collaborative working spirit and can work seamlessly cross teams and functions to resolve sticky situations
• Have excellent interpersonal and intercultural skills and can work with global teams
• Comfortable working under pressure, flexible and can maintain a positive attitude even when the going gets tough

Application process:

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and one interview round.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About Us:

Established in 2002, Cactus Communications ) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.