Looking for an engaging role in customer experience and quality management? CACTUS is hiring Associates for Quality & CX! Check out the job overview, responsibilities, qualifications, and how to apply here.
CACTUS: Work From Home
CACTUS, a globally recognized leader in academic and scientific communication, is hiring for the position of Associate, Quality & CX. This remote-first role offers you the chance to make a significant impact by transforming customer experiences and driving satisfaction. While this is a remote opportunity, candidates must be open to rotational shifts and occasional travel to the Mumbai office based on business or team needs.
Job Overview
| Category | Details |
|---|---|
| Job Role | Associate/Senior Associate – Quality & CX |
| Qualification | Bachelor’s degree or higher in a relevant field |
| Experience | Relevant experience in customer service and client feedback management |
| Salary | Competitive (as per industry standards) |
| Job Type | Full-time, Remote with rotational shifts |
| Location | Remote (India), with occasional travel to Mumbai |
| Skills/Requirements | Strong communication skills, customer-centric mindset, problem-solving, and collaboration abilities |
Key Responsibilities
- Client Feedback Resolution: Handle and resolve client concerns effectively, ensuring future assignments meet quality standards.
- Transform Client Experiences: Turn dissatisfaction into delight through empathetic communication and efficient problem-solving.
- Complex Situation Management: Tackle challenging client interactions with patience and superior problem-solving skills.
- Process Understanding: Gain in-depth knowledge of internal processes across services, teams, and markets to ensure quality delivery.
- Continuous Improvement: Enhance the resolution process in quality, speed, and efficiency.
- Timely Resolution: Meet turnaround time (TAT) for resolving client issues and validate new client-suggested concepts.
- Stakeholder Coordination: Ensure same-day resolution for urgent escalations in collaboration with internal teams.
- CSAT Maintenance: Maintain high Customer Satisfaction (CSAT) scores as per SLAs.
- Process Insights: Share process improvement insights with managers and teammates.
Why Join CACTUS?
- Remote-First Culture: Embrace an “accelerate-from-anywhere” lifestyle.
- Diverse Opportunities: Grow your career by working with a global team.
- Employee Recognition: Benefit from a company consistently ranked among the best workplaces globally.
- Inclusive Environment: Work in a diverse, inclusive organization that values innovation and collaboration.
About CACTUS
Founded in 2002, Cactus Communications specializes in AI-powered products and solutions to improve the scientific research lifecycle. Through brands like Editage, Mind the Graph, and Paperpal, CACTUS empowers researchers globally.
Awards and Recognition:
- Ranked among the Top 20 Companies for Telecommute Jobs since 2016.
- Named Employers of the Future in 2023 and 2022.
- Recognized as one of India’s Top 100 Best Workplaces for Women in 2022.
- Winner of Best Innovation Leveraging AI Services at AWS AI Conclave 2022.
How to Apply
- Click the Apply Link Provided: Visit the official CACTUS website or the job portal hosting this role.
- Complete the Online Application: Submit your resume and any other required documents.
- Prepare for Interviews: CACTUS may conduct assessments or interviews to evaluate your suitability for the role.
Important Links:
FAQs
1. Is this a remote role? Yes, this is a fully remote opportunity, but applicants should be open to rotational shifts and occasional travel to Mumbai.
2. What are the primary skills required? Strong written and verbal communication skills, problem-solving abilities, and a customer-centric mindset are essential.
3. Do I need prior experience? Relevant experience in customer service or quality management is preferred but not mandatory.
4. Is there a fee to apply? No, CACTUS does not charge any fee for applying to its roles.
Disclaimer: This post is for informational purposes only. The details have been sourced from official websites. We do not charge any fees for job applications or recruitment processes. Ensure you verify information on official company portals before applying.
Also Check:
Brand Management Internship at YHills Edutech Private Limited
