Contractor, Customer Service

Overview 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

Are you passionate about enhancing customer experiences? Editage, a global leader in academic publication solutions for over 20 years, is looking for dedicated individuals ready to excel in a dynamic work environment.

In this role, you will manage the day-to-day activities of our corporate accounts, specifically for our editing and copyediting clients. You will be responsible for configuring assignments and jobs as per client requirements while ensuring timely delivery. Additionally, you will communicate effectively with clients, team members, and internal stakeholders, such as the Delivery team, to facilitate smooth operations.

Work Hours:

• 5-day work week, with 2 rotational offs
• Rotational 9-hour shifts (including 1-hour lunch break) between 8:00 am and 1:00 am. Earliest shift starts at 8:00 am; latest shift starts at 4:00 pm.

Responsibilities

• Respond to and resolve client queries received via email.
• Configure client inquiries received through our online system.
• Set up assignments based on requests received via email.
• Ensure timely delivery of assignments to clients.
• Communicate client requirements effectively to the Delivery team.
• Log feedback, address complaints, and ensure resolution.
• Report client developments and relevant data to the team manager while meeting KPIs, including response time, resolution time, configuration time, and zero pending inquiries at the end of the shift.

Qualifications And Prerequisites

• 0-1 year of experience in any field
• Excellent English communication skills (spoken and written)
• Proficiency with computers
• Quick decision-making
• Ability to prioritize tasks
• Customer focus

Application Process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, the process begins with a take-home assessment, where candidates will have an agreed-upon timeline to complete the task. This is followed by an interview with the hiring manager. All interactions will be conducted virtually via MS Teams.

Equal Opportunity Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About CACTUS Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.