Customer Service Contractor

Talentd; Mumbai; Hybrid; INR 344,000 - 482,000; Full time

Job summary

CACTUS is seeking a Contractor, Customer Service to support global customers via a non-voice, email-based process. You will manage queries, resolve issues within defined timelines, and coordinate with internal teams to ensure a smooth customer experience.

This is a 9-month contract with remote-first flexibility and potential travel to our Mumbai office for business needs and events. Responsibilities include handling high-volume email queries, owning end-to-end requests, following SOPs, meeting

Responsibilities

• Handle high-volume customer queries via email and provide accurate, timely responses.
• Own customer requests end to end, from receipt to resolution.
• Investigate issues, identify suitable solutions, and follow defined processes and SOPs.
• Coordinate with internal teams on queries that need further investigation or resolution.
• Follow up on pending cases and ensure they are closed on time.
• Escalate complex or unresolved issues as per guidelines.
• Keep 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 business requirements dictate.

Job description

Overview

CACTUS is a remote-first organization that follows an accelerate from anywhere culture. You may be asked to travel to our Mumbai office for business requirements or company and team events.

We are looking for a Contractor, Customer Service to support our global customers through a non-voice, email-based process. You will manage customer queries, resolve issues within defined timelines, and coordinate with internal teams to ensure a smooth customer experience.

This is a 9 month contract.

Responsibilities

• Handle high-volume customer queries via email and provide accurate, timely responses.
• Own customer requests end to end, from receipt to resolution.
• Investigate issues, identify suitable solutions, and follow defined processes and SOPs.
• Coordinate with internal teams on queries that need further investigation or resolution.
• Follow up on pending cases and make sure they are closed on time.
• Escalate complex or unresolved issues as per defined guidelines.
• Keep 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 business requirements dictate.

Accelerating from Anywhere

As a remote-first organization, we look for the following attributes in all candidates:

• Taking ownership of your work with minimal supervision, with a strong ability to organize, prioritize and deliver results independently.
• Documenting work so that everyone stays on the same page.
• Knowing when to use synchronous and asynchronous collaboration.
• Collaborating effectively with colleagues across time zones by setting dedicated collaboration hours and keeping your MS Teams status updated.

Equal Opportunity

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

About CACTUS

Established in 2002, Cactus Communications (cactusglobal.com) is a technology company that specializes in expert services and AI-driven products that improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers researcher solutions, including expert services and AI products such as 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 recognized as a great place to work.