Job Description
Cactus
Associate, Quality & CX
Full -Time
India
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.
Any Degree
Freshers
1. A bachelor’s degree or higher in a relevant field.
2. Excellent written and spoken communication skills; proficiency in English is mandatory, and knowledge of additional languages is a plus.
3. A strong customer-centric mindset with the ability to retain customers for life.
4. A collaborative spirit with the capability to work seamlessly across teams and functions to resolve complex situations.
Client Feedback Resolution: Take ownership of client concerns by understanding the issues and sentiments involved. Your goal will be to satisfactorily resolve feedback, ensuring clients do not face similar issues in the future.
Transforming Client Experiences: Convert client dissatisfaction into delight through effective communication and problem-solving skills.
Complex Situation Management: Handle challenging client interactions with perseverance and superior problem-solving abilities. Communicate courteously, empathetically, and effectively with both external and internal clients.
Process Understanding: Gain a comprehensive understanding of internal delivery processes across various services, teams, and markets. Take necessary steps to ensure that future assignments for complaining clients meet our Quality standards.
Continuous Improvement: Work towards enhancing the feedback management and resolution process in all aspects, including quality, speed, and efficiency of the resolutions provided to clients.
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 (When the position does not require travel to home office/client site).
