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.
We are looking for an Contractor, Customer Service to support our global customers through a non-voice, email-based process. You will be responsible for managing customer queries, resolving issues within defined timelines, and coordinating with internal teams to ensure a seamless customer experience.
Please note that this opportunity is for a 9 month contract and the professional fees paid per month is INR 15,000 (non-negotiable)
Responsibilities
Handle high-volume customer queries via email and provide accurate, timely responses.
Take end-to-end ownership of customer requests from receipt to resolution.
Investigate issues, identify appropriate solutions, and follow defined processes/SOPs.
Coordinate with internal teams for queries requiring further investigation or resolution.
Follow up on pending cases and ensure timely closure.
Escalate complex or unresolved issues as per defined guidelines.
Maintain accurate records of customer interactions and resolutions.
Meet defined SLA, TAT, quality, productivity, and customer satisfaction targets.
Identify recurring issues and contribute to process improvements.
Work in shifts, including weekends, as per business requirements.
Qualifications and Prerequisites
Bachelor’s degree in any field.
0 - 1 year of experience in a customer service role within any service industry.
Excellent written English and email communication skills.
Solid customer-centric approach and ownership.
Strong attention to detail and accuracy.
Ability to multitask and prioritize in a high-volume environment.
Comfortable working with SLAs, TATs, and productivity targets.
Prior experience in a non-voice/email support process is preferred.
Willingness to work in shifts, including Saturdays and Sundays.