Customer Service Associate

Overview

CACTUS is a remote-first organization that fosters an ‘accelerate from anywhere’ culture. You may need to travel to our Mumbai office based on business requirements or for company and team events.

Are you passionate about upgrading customer service experiences? Step into the role of Customer Service Associate at Editage! Editage, the world’s foremost academic publication solutions partner for over 18 years, is seeking committed individuals prepared to thrive in a 9-hour shift, working any five days a week, including weekends.

Role and Responsibilities as Customer Service Associate

• Respond promptly to inbound customer requests via email and CRM.
• Take ownership of the customer experience, influencing their decisions to buy, renew, or expand services.
• Exhibit strong teamwork, punctuality, and problem-solving skills daily.
• Understand customer needs and requirements, and provide them with the best-suited price, service, and delivery options from the outset.
• Respond to inbound support tickets, ensuring customers receive timely and useful information to reduce friction while using the service.
• Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs.
• Anticipate customer needs and problems before they surface; develop deep customer intuition to empower our customers to achieve their goals.
• Troubleshoot and resolve client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience.
• Be the voice of the customer for internal teams and go the extra mile to delight customers so that they return and prefer our brand over the competition, working with cross-functional teams on allied organizational goals and projects.
• Handle all our tickets and provide resolution to queries regarding the editing, translation and publication support requirements and escalate complex issues when appropriate.

Qualifications

• Have excellent written and spoken communication skills. English is required; however, other languages are also welcome!
• 0-1 year of work experience; prior experience in Customer Service is preferred.
• Have a service-oriented and customer-first mindset. You enjoy helping and using your communication, persuasion, and people skills to achieve operational and team results.
• Have a collaborative working spirit and can work seamlessly across teams and functions to resolve sticky situations.
• Have excellent interpersonal and intercultural skills and can work with global teams.

Application Process for Customer Service Associate WFH

1. Before applying for a customer service associate position, confirm that you meet the role requirements listed above.
2. Ensure you have the legal authorization to work in the country where this position is advertised.
3. Our selection process typically consists of:
4. An initial screening by a recruiter
5. A technical assessment
6. Two to three rounds of interviews

Equal Opportunity

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

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

About CACTUS

Established in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which 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. 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.

Interview Questions and Sample Answers

1. Tell us about yourself and why you want to join Editage.
Sample Answer: I am a recent graduate with strong communication skills who enjoys problem-solving and helping others. I’m interested in this role at Editage due to its global presence in academic support and its commitment to customer satisfaction and employee growth.

2. How would you handle a customer who is unhappy about a delay?
Sample Answer: I would acknowledge the customer’s frustration and sincerely apologize. Then, I would check the details of the delay, provide an update or solution, and escalate the issue if necessary, all while maintaining a calm and empathetic tone.

3. How do you prioritize support tickets when multiple are pending?
Sample Answer: I assess each ticket based on urgency and impact, especially any that are near SLA deadlines. I start with critical or time-sensitive tickets and use labels or notes to track progress. I make sure to keep customers informed about the status of their queries even if full resolution takes time.

4. What would you do if you didn’t know how to answer a customer’s question?
Sample Answer: I would inform the customer that I will check and get back with the correct information shortly. Internally, I would consult documentation or ask a senior colleague or the relevant team. I believe in providing accurate information rather than guessing.

5. How do you ensure effective communication in a remote environment?
Sample Answer: I maintain regular updates on team channels like Microsoft Teams, document progress clearly, and follow up through the right communication channels. I also respect collaborative hours and ensure transparency about my availability.

6. Tell us about a time when you resolved a difficult customer issue.
Sample Answer: During a previous internship, I handled a case where a customer was unhappy with delayed service. I listened to the issue carefully, acknowledged the inconvenience, followed up with the internal team, and provided updates every hour. The customer appreciated the communication and later gave positive feedback.

7. What does a ‘customer-first’ mindset mean to you?
Sample Answer: It means always thinking from the customer’s perspective—being proactive, empathetic, and reliable. It’s not just about solving problems but ensuring the entire interaction leaves a positive impression and builds trust.

Frequently Asked Questions (FAQs)

1. Is this a remote job?
Yes, this is a 100% remote role. However, you may occasionally be required to visit the Mumbai office for team events or business purposes.

2. What are the shift timings?
This is a day-shift position. You will be required to work a 9-hour shift anytime between 5:00 AM and 8:00 PM IST.

3. Will I have to work on weekends?
Yes, this role requires you to work five days a week, which may include Saturdays and Sundays. Weekly offs are provided on a rotational basis.

4. Do I need customer service experience to apply?
While experience is not mandatory, 0–1 year of prior experience in a customer-facing or support role is preferred.

5. Is this a voice process?
No. This is primarily a non-voice role where customer communication happens over email and CRM tools.

6. What platforms will I use?
You will work on internal CRM systems, ticketing platforms, Microsoft Teams, and internal documentation tools.

7. Is English mandatory?
Yes. Strong written and spoken English is a must. Knowledge of other languages is an added advantage, but not a requirement.