Contractor, Customer Service

Job description

CACTUS is a remote-first organization 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 looking for an Contractor, Customer Service to support our global customers through a non-voice, email-based process. You will be responsible for managing customer queries, resolving issues within defined timelines, and coordinating with internal teams to ensure a seamless customer experience.

Please note that this opportunity is for a 9 month contract and the professional fees paid per month is INR 15,000 (non-negotiable)

Job 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 and 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.

Application process

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, we will have an assessment round followed by an interview round.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.

Documenting work that brings everyone on the same page.

Maturity to choose between synchronous and asynchronous collaboration.

Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About Us

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which 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. 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.