Associate Customer Service Manager
- CACTUS Communications
- 0 - 2 years
- Mumbai
- 7 months ago
- Email to a friend
- Report this job
Job Description
Job Responsibilities
- Deeply 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 mandatory; other languages are welcome!
- 0-2 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
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: Full timeContact Details:
Company: CACTUS CommunicationsLocation(s): Mumbai
Keyskills: Email Support Customer Service Email Management Written Communication Email Process Customer Support Customer Satisfaction Email Writing Customer Handling
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Cactus Communications (cactusglobal.com) is a global scientific communications company that collaborates with researchers across academic disciplines, universities, publishers, societies, and life science organizations to accelerate research impact. We offer editorial, translation, education, and tr...
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