[Hiring] Contractor, Customer Service @Cactus Communications Services Pte. Ltd.

Role 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 a Customer Service Associate to support a wide variety of customers with services hosted on the Kolabtree platform. You will interface directly with the customers (experts and end-clients) and will be the face of the company to them, building and maintaining effective, positive, professional partnerships and becoming a trusted advisor to all of them.

As a Contractor/Customer Service Associate you will have to perform Tier 1/Tier 2 support, influence customer experience and customer decision to buy, renew or expand upon services they have with us. This is a remote contractual opportunity for 6 months (with a chance of extension for a year based on performance and organizational direction) involving 9-hour shifts for any five days of the week (including Saturdays and Sundays, as and when needed).

Responsibilities

• Develop an excellent working partnership with Kolabtree customers and follow through on customer commitments with courtesy and a sense of ownership.
• Provide phone, web (including chat), and email support, recording complete information for customer questions and issues while adhering to service-level agreements (SLA's) for response time.
• Provide the best recommendations (service/price/delivery etc) and solutions with a thorough understanding of the implicit and explicit customer needs.
• Own assigned projects/tickets from start to finish and achieving the SLAs for conversion and customer satisfaction.
• Complete detailed and thorough ticket and issue tracking.
• Acknowledge, triage and provide quality resolution for all requests (preferably in a single interaction) to ensure the best customer experience.
• Efficiently and accurately escalate major issues following established guidelines.
• Perform additional tasks as needed to meet the needs of the team and to support the organization’s business needs.
• Contribute effective well-written knowledge base articles for frequently reported issues and questions; complete other support documentation as needed.
• Leverage Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

AI Utilization

• Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
• Demonstrate basic prompt engineering skills for effective AI tool utilization.
• Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
• Ensure compliance with the Clients AI usage policies and data protection requirements.
• Collaborate effectively with AI tools while maintaining human oversight and professional standards.

Qualifications

• Excellent professional oral and written English communication skills, the ability to communicate factually and accurately with external customers without making unwarranted assumptions, and effective collaborative, dialog-building skills.
• Robust problem-solving abilities and the ability to quickly master new tools and techniques.
• Collaborate effectively as part of an international team in a high-performance work environment.
• Adaptable, resilient and comfortable working under pressure.

Requirements

• Bachelor’s degree; lesser degrees must be accompanied by equivalent relevant experience.
• Past customer support experience.
• Experience with Freshdesk, Salesforce, Zendesk, Jira etc. a plus.
• Proficiency in leveraging Artificial Intelligence tools and technologies to enhance workflow efficiency, automate repetitive tasks, and/or derive actionable insights.

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 a technical assignment and one 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.

Company Description

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.