Contractor, Customer Service

Location: India

Contract: This is a 6 months contract role

Language: Arabic & English

CACTUS is a remote-first organisation and we embrace an accelerate from anywhere culture.

Work timings: Since this is a customer facing role it requires you to work in 9 hour shifts. This includes a 1 hour break for lunch. (You will need to work 5 days a week).

Job responsibilities

• Provide support to customers over phone, email and other channels as needed
• Provide timely, accurate and high quality responses to service, quality, payment and platform related queries from our Arabic customers
• Understand service, process and business scope thoroughly to be able to upsell and cross-sell our services effectively
• Collect and share feedback over phone/email from customers as needed
• Accurately translate customer details, instructions, emails and other details into English and ensure pass 100% accuracy Translate client feedback in to English and pass on relevant information to the teams
• Effectively coordinate with the delivery and marketing teams within the organization
• Negotiating with the managers of the editing team to provide the best possible service experience to clients

Qualifications and prerequisites

• Bachelors in any subject
• Very strong customer focus and a customer first approach
• Native level written and spoken Arabic language skills
• Excellent English speaking, writing and comprehension skills
• Ability to multi-task and manage stress
• Positive, passionate, open and keen to learn

Additional information

CACTUS is a company powered by its inclusive community spirit. We're a melting pot of perspectives, breaking down barriers between different styles of thought to democratise access to scientific knowledge.

At CACTUS, there's opportunity for growth around every corner. You are encouraged to experiment, challenge yourself, stretch your capabilities, and take risks. If you are interested in building products that move innovation forward, then a career with us will sound like your jam. At CACTUS, you’ll discover the true extent of what’s possible through AI, have the autonomy to shape your career, embrace an accelerate-from-anywhere lifestyle, and make an impact.

At the heart of everything are our researchers – we help enable their success, and every move we make is about creating a positive impact in the world of science.

Together we,

Power research. Empower people.

About CACTUS

Established in 2002, Cactus Communication (cactusglobal.com) is a leading science communication and technology company. It specializes in AI products and solutions that 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. CACTUS also offers medical communications under its brand Cactus Life Sciences. 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.

Awards and recognition

• Cactus Communications has consistently ranked among the top 20 on the global list of the Top 100 Companies for Telecommute Jobs since 2016.
• Recognised as ‘Employers of the Future’ two years in a row in 2023 and 2022, in a study by LeadUp Universe, Fortune India and Work Universe
• Recognised as One of India’s Top 100 best Workplaces for Women by Great Place To Work® in 2022Winner of ‘Best Innovation Leveraging AI Services’ at AWS AI Conclave 2022
• Recognized as one of the Best Companies for Millennials 2019 by Times Ascent and Learning & Organisation Development Roundtable
• Emerged as one of India’s Top 10 Safe Workplaces for Women in a survey conducted by Rainmaker in 2019Ranked #1 among India’s Great Mid-Size Workplaces by Great Place to Work® Institute in 2017