• Customer Service & Operations
• India
• Employment
• Yes

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.

We are seeking a passionate Customer Service Manager (Chat & Calls) to join our team. In this critical role, you will be a part of our chat and calling initiatives, designed to connect with customers in the ways they prefer. You will turn everyday conversations into meaningful opportunities, helping customers feel heard and valued while guiding them to the right solutions. In this role, you will not only create better experiences for our customers but also contribute to the organization's success.

Apply now if you enjoy building relationships and seeing the positive impact of your work. Come and help lead our customer service into the future.

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

#LI-Remote

Qualifications and Prerequisites
• Service-oriented mindset with a focus on high standards
• 0-2 years of experience in a similar role. Experience in customer service through live chat is preferred
• Excellent written communication with an ability to make sales
• Quick thinker, able to adapt and improvise during conversations
• Ability to work under pressure while meeting deadlines with a positive attitude

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