Contractor, Customer Service
Cactus Communications
About the Role
CACTUS is a remote-first organization embracing an "accelerate from anywhere" culture. This role supports global customers through a non-voice, email-based process. The position is for a 9-month contract with a monthly professional fee of INR 15,000 (non-negotiable).
Key Responsibilities
- Handle high-volume customer queries via email and provide accurate, timely responses.
- Take end-to-end ownership of customer requests from receipt to resolution.
- Investigate issues, identify appropriate solutions, and follow defined processes/SOPs.
- Coordinate with internal teams for queries requiring further investigation or resolution.
- Follow up on pending cases and ensure timely closure.
- Escalate complex or unresolved issues as per defined guidelines.
- Maintain accurate records of customer interactions and resolutions.
- Meet defined SLA, TAT, quality, productivity, and customer satisfaction targets.
- Identify recurring issues and contribute to process improvements.
- Work in shifts, including weekends, as per business requirements.
Qualifications & Prerequisites
- Bachelor’s degree in any field.
- 0 - 1 year of experience in a customer service role within any service industry.
- Excellent written English and email communication skills.
- Strong customer-centric approach and ownership.
- Strong attention to detail and accuracy.
- Ability to multitask and prioritize in a high-volume environment.
- Comfortable working with SLAs, TATs, and productivity targets.
- Prior experience in a non-voice/email support process is preferred.
- Willingness to work in shifts, including Saturdays and Sundays.
About CACTUS
Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company specializing in expert services and AI-driven products that improve how research is funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions. With offices globally and a workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and consistently recognized as a great place to work.