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.
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.
Note: This role is specifically for an evening shift. Only candidates who are comfortable working from 4:00 PM till 1:00 AM 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).
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 practical 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 langua