About the Company

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company specializing in expert services and AI-driven products that enhance the funding, publication, communication, and discovery of research. Its flagship brand, Editage, offers a comprehensive suite of researcher solutions, including expert services and innovative AI products such as Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai, and a global team of over 3,000 experts, CACTUS is recognized as a pioneer in workplace best practices and has consistently been acknowledged as a great place to work.

Job Description

Do you possess a strong desire to improve customer experiences? Consider joining Editage as a Customer Service Associate. As the world’s leading provider of academic publication solutions for over 18 years, Editage is seeking dedicated individuals prepared to excel in a 9-hour shift, working five days a week, which will include weekend days.

Key responsibilities in this role include:

Providing timely responses to inbound customer inquiries received via email and our CRM system.
Assuming full ownership of the customer journey, influencing purchasing decisions, renewals, and service expansions.
Consistently demonstrating strong teamwork, punctuality, and problem-solving capabilities.

If you are seeking a fulfilling career opportunity and are eager to invest in your professional growth, we encourage you to apply!

This position is designated for the day shift. Therefore, only candidates with daytime availability are encouraged to apply. The schedule will involve a 9-hour shift anytime between 5:00 AM and 8:00 PM, five days per week, which may incorporate both Saturdays and Sundays.

Responsibilities

• Gain a comprehensive understanding of customer needs and requirements to offer the most appropriate pricing, services, and delivery options from the initial interaction.
• Address inbound support tickets, ensuring customers receive prompt and valuable information, thereby reducing any service-related friction.
• Maximize customer satisfaction by providing accurate and timely resolutions, consistently meeting or exceeding established Service Level Agreements (SLAs).
• Proactively anticipate customer needs and potential issues; cultivate a strong sense of customer intuition to enable customers to achieve their objectives.
• Efficiently troubleshoot and resolve client complaints and other general account inquiries within a single customer interaction to cultivate brand advocates and improve the overall customer experience.
• Serve as the voice of the customer to internal teams and consistently exceed expectations to foster customer loyalty, encouraging repeat business and brand preference over competitors, while also collaborating with cross-functional teams on related organizational goals and projects.
• Manage all tickets and provide resolutions to inquiries concerning editing, translation, and publication support requirements, escalating complex matters as necessary.

Qualifications

• Possess excellent written and verbal communication skills. Fluency in English is essential; proficiency in additional languages is highly valued.
• Possess 0-1 year of relevant work experience; prior experience in Customer Service is advantageous.
• Maintain a service-oriented and customer-centric approach. Display enthusiasm for assisting others and utilizing communication, persuasion, and interpersonal skills to achieve operational and team objectives.
• Demonstrate a collaborative spirit and the ability to work effectively across diverse teams and departments to resolve challenging situations.
• Exhibit exceptional interpersonal and intercultural skills and the capacity to collaborate with global teams.

Skills

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Frequently Asked Questions

Other Information

CACTUS operates as a remote-first company, fully embracing a culture that encourages employees to accelerate their careers from anywhere. Occasional travel to our Mumbai office may be necessary for specific business needs or for company-wide and team-based events.

As a remote-first organization, the following attributes are highly valued in all candidates:

Demonstrated ability to take ownership of work with minimal supervision, exhibiting strong organizational and prioritization skills to deliver results independently.
Proficiency in documenting work to ensure clear communication and alignment across teams.
Maturity to discern the appropriate use of synchronous and asynchronous collaboration methods.
Ability to collaborate effectively with colleagues across various time zones by establishing dedicated collaboration hours and maintaining clear communication regarding availability via MS Teams status.

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