ByLocation: Remote (Anywhere in India) with occasional travel to Mumbai
Overview:
Cactus Communications, a global leader in academic publication solutions, is seeking a passionate Associate Customer Service Manager to join their Customer Service & Operations team. This role is fully remote, offering flexibility to work from anywhere in India. You will be responsible for delivering exceptional customer experiences, influencing customer decisions, and ensuring prompt resolution of inquiries.
Responsibilities:
- Respond promptly to customer inquiries via email and CRM systems.
- Take ownership of customer issues and follow problems through to resolution.
- Collaborate effectively with cross-functional teams to enhance customer satisfaction.
- Anticipate customer needs and proactively address concerns to enhance overall experience.
- Handle and resolve customer complaints with professionalism and empathy.
- Act as the voice of the customer within the organization to drive improvements.
- Ensure compliance with service level agreements (SLAs) and quality standards.
Qualifications:
- Excellent written and verbal communication skills in English; proficiency in other languages is a plus.
- 0-2 years of prior experience in customer service, preferably in a similar role.
- Strong service orientation and a customer-first mindset.
- Ability to work collaboratively in a remote environment with global teams.
- Resilience to work under pressure while maintaining a positive attitude.
- Flexibility to work a 9-hour shift between 5:00 AM and 8:00 PM, five days a week (including weekends as needed).
Additional Information:
Cactus Communications fosters a culture of diversity, inclusivity, and innovation. The company values talent, encourages open communication, and supports employee growth and development. As a remote-first organization, Cactus offers a dynamic work environment where individuals can thrive and contribute effectively to organizational goals.
About Cactus Communications:
Cactus Communications is a science communication and technology company with a global presence. They specialize in AI-driven solutions that improve research publication, dissemination, and outreach. With a workforce spanning over 3,000 experts worldwide, Cactus serves clients from over 190 countries, maintaining a commitment to excellence and innovation in scientific communications.
How to Apply: Cactus Communications Hiring Associate Customer Service Manager.
