Are you passionate about delivering exceptional customer experiences? If you thrive in a dynamic environment and have a customer-first mindset, CACTUS invites you to join us as an Associate Customer Service Manager. This role is an exciting opportunity to work with Editage, the world’s leading academic publication solutions provider for over 18 years.
About the Role
As an Associate Customer Service Manager, you’ll play a pivotal role in supporting Editage’s global customer base. This is a day-shift role, requiring a 9-hour shift anytime between 5:00 AM and 8:00 PM, five days a week, including weekends. The position is open to candidates comfortable with a flexible schedule who are eager to make a difference in customer experiences.
Key Responsibilities
- Understand customer needs and recommend tailored pricing, services, and delivery options.
- Manage inbound customer requests via email and CRM, ensuring prompt and effective responses.
- Troubleshoot and resolve client complaints, meeting or exceeding stated SLAs.
- Anticipate customer needs to enhance satisfaction and loyalty.
- Serve as the voice of the customer, collaborating with internal teams to improve services and exceed expectations.
- Handle tickets related to editing, translation, and publication support, escalating complex issues when necessary.
Qualifications and Skills Required
- Excellent written and spoken English skills; proficiency in additional languages is a plus.
- 0–2 years of work experience in customer service; prior experience is preferred but not mandatory.
- A service-oriented mindset with strong communication and persuasion skills.
- Ability to work collaboratively with global and cross-functional teams.
- Strong interpersonal and intercultural skills.
- Flexibility and resilience under pressure with a positive, can-do attitude.
What Makes CACTUS Unique?
CACTUS is a remote-first organization that values collaboration, adaptability, and innovation. While you’ll primarily work from home, occasional travel to our Mumbai office for business requirements or team events may be required.
In this role, you’ll be part of a team that directly contributes to Editage’s mission of empowering researchers worldwide. You’ll gain valuable insights into customer needs, develop problem-solving skills, and work in an environment that fosters growth and collaboration.
Why Join CACTUS?
Flexible Work Environment: Embrace a remote-first culture.
Career Growth: Invest in a meaningful career that offers learning and development opportunities.
Global Impact: Work with a diverse and global clientele, contributing to the academic publishing landscape.
How to Apply
If you’re ready to make a difference and excel in a fast-paced, customer-centric role, we want to hear from you! Apply today and start your journey with CACTUS, where customer experience and innovation are at the heart of everything we do.
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