Job Title: Associate Customer Service Manager
Department: Customer Service & Operations
Location: India (Remote-first, with occasional travel to Mumbai office based on business requirements)
Employment Type: Full-time
Job Overview: Customer Service Manager
Cactus Communications (CACTUS) is a remote-first organization, embracing an “accelerate from anywhere” culture. As a global leader in academic publication solutions, our Editage brand has been serving researchers, publishers, and institutions worldwide for over 20 years. We are seeking a passionate Associate Customer Service Manager to join our dynamic team. This role is designed for individuals committed to delivering exceptional customer experiences. The selected candidate will work a 9-hour shift, five days a week, including weekends, ensuring seamless support for our corporate accounts and customers.
Key Responsibilities as Customer Service Manager
- Oversee daily operations for corporate accounts, specifically focusing on our editing and copyediting clients.
- Handle customer inquiries and ensure timely responses to queries received via email and online systems.
- Configure client assignments/jobs as per requirements and track their progress to ensure on-time delivery.
- Maintain effective communication with clients, team members, and internal stakeholders, such as the Delivery team.
- Accurately log customer feedback, resolve complaints, and escalate issues when necessary.
- Provide comprehensive reports on client developments and relevant data to the team manager.
- Adhere to key performance indicators (KPIs) related to response time, resolution time, configuration time, and pending inquiries.
- Ensure excellent customer service by prioritizing client needs and enhancing their experience with our platform.
Work Hours
- 5-day work week, with 2 rotational offs.
- Rotational 9-hour shifts (including a 1-hour lunch break) between 7:00 AM and 1:00 AM.
- The earliest shift starts at 7:00 AM, and the latest shift starts at 4:00 PM.
Qualifications and Requirements: Customer Service Manager
- 0–1 years of experience in any field (Freshers are encouraged to apply).
- Excellent communication skills in English (both spoken and written).
- Proficiency in computer applications and ability to navigate online systems efficiently.
- Strong decision-making skills and the ability to prioritize tasks effectively.
- Customer-centric approach with excellent problem-solving abilities.
- High attention to detail and accuracy in handling tasks.
- Ability to remain calm and composed under pressure.
- Self-motivated and capable of working independently in a remote setting.
Application Process
Candidates must meet the job requirements listed above and have legal authorization to work in India. The selection process includes:
- Initial screening by a recruiter.
- Technical assessment related to customer service operations.
- Two to three interview rounds, including a technical round and an HR Business Partner (HRBP) round.
Diversity & Inclusion Statement
At CACTUS, we are committed to fostering an inclusive workplace. We celebrate diversity and ensure equal employment opportunities regardless of race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.
Our Remote Work Culture
As a remote-first organization, we look for individuals who:
- Take ownership of their work with minimal supervision.
- Organize, prioritize, and deliver results independently.
- Document their work effectively to ensure seamless collaboration.
- Choose between synchronous and asynchronous communication as needed.
- Collaborate with colleagues across different time zones using tools like Microsoft Teams.
About CACTUS Communications
CACTUS is a global science communication and technology company that specializes in AI-powered solutions to enhance research funding, publishing, communication, and discovery. Through our Editage brand, we provide editing, translation, and publication support to researchers worldwide. Our “accelerate from anywhere” approach fosters innovation and productivity while allowing our employees to thrive in a flexible work environment.
Interview Questions and Sample Answers for Customer Service Manager
1. Can you describe a time when you provided excellent customer service?
Answer: In my previous role, a customer reached out with an urgent issue regarding a delayed delivery. I immediately contacted the logistics team, provided the customer with real-time updates, and ensured the order was expedited. The customer appreciated the proactive communication and rated the experience highly.
2. How do you handle difficult or irate customers?
Answer: I remain calm, actively listen to their concerns, and acknowledge their frustration. I then work towards a resolution by offering solutions and ensuring follow-up. If needed, I escalate the issue to a senior team member while keeping the customer informed.
3. Why do you want to work at CACTUS?
Answer: I admire CACTUS’s commitment to innovation in academic publishing and its “accelerate from anywhere” culture. This role aligns with my customer service skills, and I am excited about contributing to a company that values client satisfaction and employee growth.
4. What steps would you take if a customer’s issue is not immediately resolvable?
Answer: I would acknowledge the customer’s concern, inform them of the next steps, and provide a realistic timeline for resolution. I would then follow up with the relevant team and ensure the customer is updated regularly.
5. How do you manage multiple customer inquiries efficiently?
Answer: I prioritize tasks based on urgency, use ticketing systems to track inquiries, and ensure prompt responses. I also use templates for common queries to streamline communication while personalizing responses where needed.
6. What would you do if you made a mistake while handling a customer request?
Answer: I would take responsibility, promptly inform my manager, and communicate transparently with the customer. I would provide corrective measures and ensure a resolution that maintains customer trust.
7. What strategies do you use to maintain attention to detail in a high-pressure environment?
Answer: I break tasks into smaller steps, double-check my work, and use checklists to ensure accuracy. I also take short breaks to refresh my focus and maintain productivity.
8. How do you handle feedback from customers or supervisors?
Answer: I welcome feedback as an opportunity for growth. I actively listen, reflect on the suggestions, and implement changes to improve my performance and customer service skills.
9. How would you handle a scenario where a customer insists on an unrealistic deadline?
Answer: I would acknowledge their urgency, explain our standard turnaround time, and offer the fastest feasible solution. If needed, I would explore expedited options while setting realistic expectations.
10. What do you know about CACTUS and Editage?
Answer: CACTUS is a global leader in science communication and AI-driven solutions. Editage, a key brand under CACTUS, provides academic editing, translation, and publication support to researchers worldwide. I admire the company’s focus on bridging language barriers in research publishing.