Responsibilities:
Handle unpleasant, complex client situations through perseverance and superior problem-solving abilities. Communicate courteously, empathetically, and effectively with external and internal clients. Take ownership and drive the resolution to closure.
Be well informed about our services and understand our quality promise in order to ensure that client feedback is addressed knowledgeably, promptly, and precisely.
Understand internal processes functions to involve right stakeholders and use the feedback to generate consumer and business insights.
Study client feedback and provide inputs for enhancing current services, validating new concepts suggested by clients.
Share insights obtained from client feedback about client behaviour and preferences, the industry, market, etc.
Coordinate with internal stakeholders to ensure that the client receives a satisfactory resolution to his/her concerns on the same day. Timely follow-up for urgent escalations.
Ensure that every stakeholder has all the information s/he needs to play his/her part in the feedback resolution. Understand the importance of communication and be an effective communicator.
Be diligent about tracking the status of each case; work seamlessly with teammates. Effective communication is a must.
Skill(s) required
English Proficiency (Spoken)English Proficiency (Written)
Founded in 2002, CACTUS is a technology company accelerating scientific advancement. CACTUS solves problems for researchers, universities, publishers, academic societies, and life science organizations through innovative products and services developed under the brands Editage, Cactus Life Sciences, Researcher Life, Impact Science, UNSILO, Paperpal, and Cactus Labs. CACTUS has offices in Princeton, London, Aarhus, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai, a global workforce of over 3,000 experts, and customers from over 190 countries. CACTUS is considered a pioneer in its workplace best practices and has been consistently ranked a great place to work over the last several years.
