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Role :Associate Quality & CX
Location :as per business needs
About the company and role
CACTUS is a leading company committed to Company’s mission or purpose. We are seeking a highly motivated Associate Quality & CX to join our team in as per business needs. In this role, you will be responsible for described the primary responsibilities below please have a look. We are looking for individuals with a strong background in Relevant skills or experience mentioned bellow, excellent problem-solving abilities, and a passion for Industry/Fied. If you are a talented and dedicated professional who thrives in a fast-paced environment, we encourage you to apply.
Job Description
CACTUS operates with a remote-first, "accelerate from anywhere" work culture. While travel to the Mumbai office might be required for business needs or company events (when not tied to a home office or client site), this role necessitates frequent travel to the Mumbai office or a designated location office. This is a fully remote position; however, successful candidates must be flexible and available for rotational shifts.
Company Name | CACTUS |
---|---|
Role | Associate Quality & CX |
Location | as per business needs |
Salary | As per Company norms |
Job Type | Full time |
Responsibilities
- Are you passionate about enhancing customer experiences and driving satisfaction? Editage, the world’s leading academic publication solutions partner, seeks a dedicated Associate/Senior Associate to join our Quality team. Leveraging our 18+ years of industry expertise, you will play a crucial role in resolving client feedback and fostering exceptional customer satisfaction. Key responsibilities include: Addressing client concerns, resolving issues, preventing future problems, and transforming negative experiences into positive ones. You will work collaboratively across teams to achieve this.
Education Qualification
- A bachelor's degree or higher in a relevant field is required. Excellent written and spoken communication skills in English are mandatory; proficiency in additional languages is a significant advantage. A proven customer-centric approach with a focus on long-term customer retention is essential. You must demonstrate a collaborative spirit and the ability to work effectively across teams to resolve complex issues.
Skills
- **Client Feedback Resolution:** Proactively address client concerns, thoroughly understand the underlying issues and sentiments, and implement effective solutions to prevent recurrence.
- **Transforming Client Experiences:** Skillfully convert negative client experiences into positive ones through effective communication and problem-solving.
- **Complex Situation Management:** Handle challenging client interactions with patience, empathy, and superior problem-solving skills, maintaining courteous and effective communication with both internal and external clients.
- **Process Understanding:** Develop a deep understanding of internal delivery processes across diverse services, teams, and markets to ensure future assignments for clients meet our high quality standards.
- **Continuous Improvement:** Actively contribute to enhancing the feedback management and resolution processes, focusing on improvements in quality, speed, and efficiency.
- **Timely Resolution:** Meet turnaround time (TAT) targets for resolutions and provide valuable insights to improve existing services. Validate new concepts from clients and contribute insights on client behavior and market trends.
- **Stakeholder Coordination:** Effectively coordinate with internal stakeholders to ensure timely and satisfactory resolution of client concerns, prioritizing urgent escalations.
- **CSAT Maintenance:** Drive and maintain Customer Satisfaction (CSAT) scores according to Service Level Agreements (SLAs) across all client interactions. Actively redefine the customer journey and experience for complaints, queries, and requests.
- **Process Improvement Insights:** Proactively identify process gaps, share insights with your manager and team, and propose concrete solutions for improvement.
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How to Apply
- Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
- Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
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