Associate Quality & CX CACTUS
Table of Contents
Overview
CACTUS is a remote-first organisation 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 (When the position does not require travel to home office/client site). However, given the business requirements of this role, you are expected to frequently travel to our Mumbai office/location office (For positions which require travel to office/client site).
Please Note: This role is a fully remote opportunity however applicants need to be open to rotational shifts.
Responsibilities
Are you passionate about transforming customer experiences and ensuring satisfaction? Join Editage, the world’s leading academic publication solutions partner, as an Associate/Senior Associate in our Quality team! With over 18 years of expertise in the field, we are seeking dedicated individuals ready to resolve client feedback and enhance customer delight. Following are the key responsibilities of the role:
- Client Feedback Resolution: Take ownership of client concerns by understanding the issues and sentiments involved. Your goal will be to satisfactorily resolve feedback, ensuring clients do not face similar issues in the future.
- Transforming Client Experiences: Convert client dissatisfaction into delight through effective communication and problem-solving skills.
- Complex Situation Management: Handle challenging client interactions with perseverance and superior problem-solving abilities. Communicate courteously, empathetically, and effectively with both external and internal clients.
- Process Understanding: Gain a comprehensive understanding of internal delivery processes across various services, teams, and markets. Take necessary steps to ensure that future assignments for complaining clients meet our Quality standards.
- Continuous Improvement: Work towards enhancing the feedback management and resolution process in all aspects, including quality, speed, and efficiency of the resolutions provided to clients.
- Timely Resolution: Achieve turnaround time (TAT) for resolutions and provide insights for enhancing current services. Validate new concepts suggested by clients and share insights about client behavior and market trends.
- Stakeholder Coordination: Actively coordinate with internal stakeholders to ensure that clients receive satisfactory resolutions to their concerns on the same day. Timely action and follow-ups for urgent escalations are crucial.
- CSAT Maintenance: Drive and maintain Customer Satisfaction (CSAT) scores as per Service Level Agreements (SLAs) through various touchpoints while engaging with clients. Redefine the customer journey and experience for all interactions, including complaints, queries, and requests.
- Process Improvement Insights: Share insights with your manager and teammates as soon as you identify gaps in processes, along with suggestions for improvement.
Qualifications and Prerequisites
- A bachelor’s degree or higher in a relevant field.
- Excellent written and spoken communication skills; proficiency in English is mandatory, and knowledge of additional languages is a plus.
- A strong customer-centric mindset with the ability to retain customers for life.
- A collaborative spirit with the capability to work seamlessly across teams and functions to resolve complex situations.
Additional Information
CACTUS is a company powered by its inclusive community spirit. We’re a melting pot of perspectives, breaking down barriers between different styles of thought to democratise access to scientific knowledge.
At CACTUS, there’s opportunity for growth around every corner. You are encouraged to experiment, challenge yourself, stretch your capabilities, and take risks. If you are interested in building products that move innovation forward, then a career with us will sound like your jam. At CACTUS, you’ll discover the true extent of what’s possible through AI, have the autonomy to shape your career, embrace an accelerate-from-anywhere lifestyle, and make an impact.
At the heart of everything are our researchers – we help enable their success, and every move we make is about creating a positive impact in the world of science.
Together we,
Power research. Empower people.
About CACTUS
Established in 2002, Cactus Communications (cactusglobal.com) is a leading science communication and technology company. It specializes in AI products and solutions that 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. CACTUS also offers medical communications under its brand Cactus Life Sciences. 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.
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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