Job Description

Overview 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. You will be expected to work in a 9-hour shift and you\'d be working any five days of the week (including Saturdays and Sundays). As a Customer Service Manager, achieve high levels of customer satisfaction when responding to inbound customer requests via email and call. Take personal ownership for the customer experience to help influence their decision to buy, renew or expand upon services they have with us. We are looking for people who are not merely interested in a job, but rather are passionate about CX. The ideal candidate will invest in this job as the true career opportunity it is. A successful Customer Support Manager is a person who is at their desk and on time every day, ready to solve problems, meet the varying requirements of the role and be a good teammate. Responsibilities Deeply understand implicit and explicit customer needs and requirements and give them the best suited price/service/delivery options in the first go. Respond to inbound support tickets, ensuring they receive timely, useful information to reduce friction while using the service Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs Anticipate customer needs and problems before they surface develop deep customer intuition to empower our customers to achieve their goals. Troubleshoot and resolves client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience. Be the voice of the customer for internal teams and go the extra mile to delight customers so that they come back and prefer our brand over competition working with cross functional teams on allied organization goals & projects. Handle all of our tickets & calls with the ability to answer any and all questions in regards to the Editage website and EOS platform and escalate complex issues when appropriate. Qualifications and Prerequisites Have excellent written and spoken communication skills. English mandatory, other languages are welcome! 1-3 years of experience Have a service oriented and customer first mindset. You enjoy helping and using your communication, persuasion, and people skills to achieve operational & team results Have a collaborative working spirit and can work seamlessly cross teams and functions to resolve sticky situations Have excellent interpersonal and intercultural skills and can work with global teams Like working under pressure, are flexible and can maintain a positive attitude even when the going gets though About the team: Editage (https://www.editage.com/) is the world\'s foremost academic publication solutions partner for over 18 years. 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, 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 \'Employers of the Future\' 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\'s Top 100 best Workplaces for Women by Great Place To Work in 2022 Winner of \'Best Innovation Leveraging AI Services\' 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\'s Top 10 Safe Workplaces for Women in a survey conducted by Rainmaker in 2019 Ranked #1 among India\'s Great Mid-Size Workplaces by Great Place to Work Institute in 2017

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