Cactus Work from Home Jobs; Hiring Associate – Apply Now

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). However, given the business requirements of this role, you are expected to frequently travel to our Mumbai office/location office (For positions which require travel to office/client site). Please Note: This role is a fully remote opportunity however applicants need to be open to rotational shifts.

Name of the Organization: Cactus

Requisition ID: 1760

Positions: Associate, Quality & CX

Location: Remote (WFH)

Salary: As per company Norms

Educational Qualifications:

• A bachelor’s degree or higher in a relevant field.
• Excellent written and spoken communication skills; proficiency in English is mandatory, and knowledge of additional languages is a plus.
• A strong customer-centric mindset with the ability to retain customers for life.
• A collaborative spirit with the capability to work seamlessly across teams and functions to resolve complex situations.

Job Description:

Are you passionate about transforming customer experiences and ensuring satisfaction? Join Editage, the world’s leading academic publication solutions partner, as an Associate/Senior Associate in our Quality team! With over 18 years of expertise in the field, we are seeking dedicated individuals ready to resolve client feedback and enhance customer delight. Following are the key responsibilities of the role:

• 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.
• Timely Resolution: Achieve turnaround time (TAT) for resolutions and provide insights for enhancing current services. Validate new concepts suggested by clients and share insights about client behavior and market trends.
• Stakeholder Coordination: Actively coordinate with internal stakeholders to ensure that clients receive satisfactory resolutions to their concerns on the same day. Timely action and follow-ups for urgent escalations are crucial.
• CSAT Maintenance: Drive and maintain Customer Satisfaction (CSAT) scores as per Service Level Agreements (SLAs) through various touchpoints while engaging with clients. Redefine the customer journey and experience for all interactions, including complaints, queries, and requests.
• Process Improvement Insights: Share insights with your manager and teammates as soon as you identify gaps in processes, along with suggestions for improvement.

 

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