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.