Customer Service Associate

Key Responsibilities: 1. Deeply understand customer needs and requirements, and provide them with the best-suited price, service, and delivery options from the outset 2. Respond to inbound support tickets, ensuring customers receive timely and useful information to reduce friction while using the service 3. Maximize customer satisfaction through accurate and timely resolution, meeting or exceeding stated SLAs 4. Anticipate customer needs and problems before they surface; develop deep customer intuition to empower our customers to achieve their goals 5. Troubleshoot and resolve client complaints and other general account inquiries in a single customer interaction to create promoters and enhance the customer experience 6. 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 7. Handle all our tickets and provide resolution to queries regarding the editing, translation and publication support requirements and escalate complex issues when appropriate

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.