Associate Customer Service Manager

Job description:

CACTUS is a remote-first organisation 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.

Are you passionate about elevating customer experiences? Step into the role of Customer Service Associate 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 shift, working any five days a week, including weekends.

In this role, you will:
? Respond promptly to inbound customer requests via email and CRM
? 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!

This role is specifically for the day shift. Only candidates who are comfortable working during the day are encouraged to apply. You will be expected to work a 9-hour shift anytime between 5:00 AM and 8:00 PM, and you will work five days a week, which may include Saturdays and Sundays.

Job responsibilities: ? Deeply understand customer needs and requirements, and provide them with the best-suited price, service, and delivery options from the outset. ? Respond to inbound support tickets, ensuring customers receive timely and 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 resolve 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 return and prefer our brand over the competition, working with cross-functional teams on allied organizational goals and projects. ? Handle all our tickets and provide resolution to queries regarding the editing, translation and publication support requirements and escalate complex issues when appropriate.

#LI-Remote

Qualifications and prerequisites:
? Have excellent written and spoken communication skills. English is mandatory; other languages are welcome!
? 0-2 year of work experience; prior experience in Customer Service is preferred.
? 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.

Additional information:

CACTUS is a company powered by its inclusive community spirit. We're a melting pot of perspectives, breaking down barriers between different styles of thought to democratise access to scientific knowledge.

At CACTUS, there's opportunity for growth around every corner. You are encouraged to experiment, challenge yourself, stretch your capabilities, and take risks. If you are interested in building products that move innovation forward, then a career with us will sound like your jam. At CACTUS, you?ll discover the true extent of what?s possible through AI, have the autonomy to shape your career, embrace an accelerate-from-anywhere lifestyle, and make an impact.

At the heart of everything are our researchers ? we help enable their success, and every move we make is about creating a positive impact in the world of science.

Together we,

Power research. Empower people.

About CACTUS:

Established in 2002, Cactus Communications (cactusglobal.com) is a leading science communication and technology company. It specializes in AI products and solutions that 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. CACTUS also offers medical communications under its brand Cactus Life Sciences. 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.
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 Great Place to Work?Institute in 2017

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