Contractor, Customer Service

Overview

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.

This role is specifically for day shift. Only candidates who are comfortable working day shifts are requested to apply. You will be expected to work in a 9-hour shift, and you’ll be working any five days of the week (including Saturdays and Sundays).

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.

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 writen and spoken communication skills. English is mandatory; other languages are welcome!
• At least 1 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.
  
  

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 two to three interview rounds.

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 CACTUS

Established in 2002, Cactus Communications (cactusglobal.com) 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.