Job Description

Job description:
Please note: We are a remote-first organization so you can work from anywhere in India. You may be required to travel to our Mumbai office based on business requirements or for company/team events.
\xe2\x80\x9cWhen it comes to people, customers expect the same quick response they are used to getting from electronic equipment and technology.\xe2\x80\x9d \xe2\x80\x93 Shep Hyken
How often do you see a live chat option on an e-commerce or restaurant aggregator site? Live chat pretty much beats every other support channel, in terms of average response time and convenience by a big margin. In today\xe2\x80\x99s digital age Live Chat plays a huge role in boosting online Sales for any Company and Editage is no different.
Just like us, many customers do not want the hassle to dial a number to talk to customer support, they\xe2\x80\x99d rather chat with the representative as it allows them to instantly connect with the company reducing wait time thereby allowing them to multi-task. The advantages of Chat Support are endless for both the client and the organization: the client gets a real time response and this platform provides the CS Team an opportunity to influence the customers decisions, pitching our services and eventually influencing the bottom line for the organization.
As a Customer Service Manager (Chat & Calls), here\xe2\x80\x99s your opportunity to be a part of a new and exciting Chat & Calling function within the CS Team! Job responsibilities:

• Provide real time support to customers via our new age chat/calling platform (Genesys) with the goal of converting enquiries.
• Help build customers confidence in Editage brand over competitors and improve conversion rates.
• Add a human factor in customer shopping experience thereby influence repeat rate.
• Influence the revenue of the organization by pitching our services to clients over chat and calls.
• Identify website errors and provide solutions for the same.
• Identify the business trends by keeping a watch on the customer feedback and share it with the key stakeholders.

Qualifications and prerequisites:

• Have high standard of service mind-set.
• Are tech savvy, comfortable with using various live chat software\xe2\x80\x99s and ability to multitask.
• Have good sales skills.
• Have excellent written communication skills and ability to deliver message in a concise manner.
• Can think on your feet, meet customers at their level, and improvise during a conversation.
• Can work under pressure and meet deadlines, while maintaining a positive attitude

Additional information: CACTUS is a culture-driven company powered by its people, their passion, and their inspiration. All Cactizens live by the culture and values that define us. We value people for their talent, personality, competency, and the ability to learn and grow. We create a work environment that allows people to thrive and show their best performance. We believe in meritocracy. We take pride in our diversity. We strive to embrace diverse voices and create an inclusive workplace. We encourage all Cactizens to talk openly about their ideas and opinions and provide feedback to anyone who is a part of CACTUS, regardless of designation, experience, or seniority. We also encourage them to place their trust and be open to differences in opinions and feedback. About CACTUS: Cactus Communications is a science communication and technology company. We specialize in AI products and solutions that improve how research gets funded, published, communicated, and discovered. We offer editorial, translation, education, and training solutions for researchers; strategic and tactical scientific content solutions to global life science organizations; AI-powered scholarly publishing products for journals and researchers; and solutions for science dissemination and engagement with peers, public, and policymakers for wider research outreach. We have offices in London, Princeton, Singapore, Beijing, Shanghai, Tokyo, Seoul, Bengaluru, Hyderabad, and Mumbai; a global workforce of over 3,000 experts; and customers from over 190 countries. Awards and recognition:

• Cactus Communications has consistently ranked among the top 20 on the global list of the Top 100 Companies for Telecommute Jobs since 2016.
• Recognised as \xe2\x80\x98Employers of the Future\xe2\x80\x99 two years in a row in 2023 and 2022, in a study by LeadUp Universe, Fortune India and Work Universe
• Recognised as One of India\xe2\x80\x99s Top 100 best Workplaces for Women by Great Place To Work\xc2\xae in 2022
• Winner of \xe2\x80\x98Best Innovation Leveraging AI Services\xe2\x80\x99 at AWS AI Conclave 2022
• Recognized as one of the Best Companies for Millennials 2019 by Times Ascent and Learning & Organisation Development Roundtable
• Emerged as one of India\xe2\x80\x99s Top 10 Safe Workplaces for Women in a survey conducted by Rainmaker in 2019
• Ranked #1 among India\xe2\x80\x99s Great Mid-Size Workplaces by Great Place to Work\xc2\xae Institute in 2017