Associate Customer Service Manager

As a Customer Service Associate at Editage, you will play a crucial role in elevating customer experiences and ensuring customer satisfaction. You will respond promptly to inbound customer requests via email and CRM, taking ownership of the customer experience to influence their decisions to buy, renew, or expand services. Your role will also involve exhibiting strong teamwork, punctuality, and problem-solving skills on a daily basis. Deeply understanding customer needs and requirements will be a key responsibility, allowing you to provide customers with the best-suited price, service, and delivery options from the outset. Responding to inbound support tickets and ensuring customers receive timely and useful information to reduce friction while using the service will be essential in maximizing customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs. In this role, you will anticipate customer needs and problems before they surface, developing deep customer intuition to empower customers to achieve their goals. You will troubleshoot and resolve client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience. Additionally, you will act as the voice of the customer for internal teams, going the extra mile to delight customers and working with cross-functional teams on allied organizational goals and projects. To excel in this role, you must have excellent written and spoken communication skills in English, with other languages being welcome. While 0-1 year of work experience is preferred, prior experience in Customer Service is an advantage. A service-oriented and customer-first mindset, collaborative working spirit, excellent interpersonal and intercultural skills, and the ability to work seamlessly across teams and functions are prerequisites for this position. Before applying, ensure you meet the role requirements and have legal authorization to work in the country where the role is advertised. The selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. As a remote-first organization, CACTUS values attributes such as taking ownership of work with minimal supervision, organizing, prioritizing, and delivering results independently, documenting work effectively to keep everyone on the same page, choosing between synchronous and asynchronous collaboration, and collaborating with colleagues across different time zones through dedicated hours for collaboration and updating team members through MS Teams status. Established in 2002, CACTUS Communications is a leading technology company specializing in expert services and AI-driven products to enhance how research gets funded, published, communicated, and discovered. Through its flagship brand Editage, CACTUS offers a comprehensive suite of researcher solutions, expert services, and cutting-edge AI products. With a global workforce of over 3,000 experts, CACTUS is committed to workplace best practices and has been consistently recognized as a great place to work.,