Customer Care Advisor

Job Description

🏢 Company: Cactus Communications (CACTUS)
📍 Location: Mumbai, Maharashtra, India (Remote, Contract – Night/Afternoon Shifts)
💼 Job Type: Contract (1 Year)
📅 Experience: 1–3 Years
🎓 Education: Bachelor’s degree in Computer Science, Information Science, or related field
💰 Expected Salary: ₹5,00,000 – ₹7,60,445 lakhs per year
🏷️ Job Category: Customer Service, Information Technology, Technical Support, Academic Publishing, ScholarOne, AI-Assisted Support
🌐 Website: Website
📞 Contact: Contact us

🏬 About the Company:
Cactus Communications (CACTUS) is a leading global science technology company established in 2002, specializing in expert services and AI-driven products that transform how research gets funded, published, communicated, and discovered — with flagship brands including Editage, Paperpal, R Discovery, and Mind the Graph.
CACTUS is among the top 20 providers of location-independent work opportunities globally, with a global workforce of 3,000+ professionals across offices in Princeton, London, Singapore, Tokyo, and Mumbai.
A truly remote-first company where you can work from anywhere! 🌍🏆

🎯 About the Role:
As a Customer Care Advisor at CACTUS, you’ll be the trusted face of the company — providing Tier 1 support to academic and scholarly scientific, technical, and medical (STM) publishing customers on the globally used ScholarOne platform.This is a remote contractual opportunity for 1 year involving afternoon/night shifts — tentatively 1:30PM–10:30PM IST and 4:30PM–1:30AM IST— ideal for those who thrive in a global, always-on customer service environment. 🎧✨

🗂️ Key Responsibilities:

• 📞 Serve as the first point of contact for customers via phone, email, chat, or customer service systems — gathering information to efficiently diagnose, troubleshoot, and resolve issues on the ScholarOne platform
• 🤖 Leverage AI tools and prompt engineering to draft customer responses, utilize knowledge base systems, make informed escalation decisions, and maintain compliance with AI usage and data protection policies
• 📋 Accurately document all support requests and customer interactions, escalate complex issues to senior staff, and follow up to ensure transparent communication and full resolution
• 🔍 Proactively identify at-risk customers and raise concerns to relevant internal stakeholders — ensuring a consistently outstanding experience for academic publishing clients worldwide

✅ Requirements:

🔑 Must-Haves:

• 🎓 Bachelor’s degree in Computer Science, Information Science, or a related field.
• 💬 Excellent professional written and oral English communication skills — factual, accurate, and assumption-free
• 🛠️ Past technical support or customer support experience at a software company
• 🌐 Comfortable working in afternoon/night shifts and collaborating across international time zones

🛠️ Technical Skills:

• 🤖 Basic AI literacy and prompt engineering skills for effective use of AI tools in customer support workflows
• 🗂️ Experience with Salesforce CRM is a strong plus
• 📚 Experience with ScholarOne or background in the STEM / academic publishing industry is highly preferred
• 🔧 Strong problem-solving ability with the capacity to quickly master new tools and techniques

🌟 Why Join CACTUS?
✅ Fully remote contract role — work from anywhere in India, with an excellent balance of flexibility and predictability that CACTUS’s contractual opportunities are known for.💰
✅ CACTUS is among the top 20 providers of location-independent work globally to gain valuable experience supporting world-class academic publishing platforms used by researchers worldwide 🎯
✅ Be part of a Great Place to Work-certified company where salaries range from ₹5L to ₹33.95L across roles to grow your career in AI-assisted customer support at the forefront of scholarly publishing technology! 🚀