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
- Please note: This is a contractual rolefor a period of 9 months. You will be expected to work in a 9-hour shift, any five days of the week (including Saturdays and Sundays), on rotational basis.
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, practical 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 excell