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- Associate Customer Service Manager (Chat & Calls)
Enhancing Customer Experience through Remote Customer Support
In the ever-evolving landscape of customer service, businesses are constantly adapting to meet the changing demands of consumers. With the rise of e-commerce and digital platforms, customers now expect instant and efficient support. In this context, live chat support has emerged as a game-changer, offering swift responses and unmatched convenience.
At Editage, a remote-first organization in India, we understand the significance of exceptional customer service. We believe in providing our customers with an experience that mirrors the speed and convenience of the digital age. That's why we are excited to introduce the role of Associate Customer Service Manager (Chat & Calls) in our Customer Service & Operations team.
The Power of Live Chat Support
Live chat support has become a cornerstone of online customer service for good reasons. It outperforms other support channels in terms of average response time and overall convenience. In a world where time is of the essence, customers prefer engaging in a real-time chat rather than making a phone call. It allows them to connect instantly with a company's representative, eliminating wait times and enabling multitasking.
The advantages of chat support extend to both customers and organizations. Customers benefit from real-time responses, while companies gain an opportunity to influence customer decisions, pitch services, and ultimately boost their bottom line.
Your Role as a Customer Service Manager (Chat & Calls)
As an Associate Customer Service Manager specializing in Chat & Calls, you will play a pivotal role in revolutionizing customer support. Your responsibilities will include:
1. Providing Real-Time Support
Engaging with customers via our cutting-edge chat/calling platform (Genesys) with the aim of converting inquiries into satisfied customers.
2. Building Customer Confidence
Enhancing customer trust in the Editage brand over competitors, leading to improved conversion rates.
3. Humanizing the Shopping Experience
Adding a human touch to the customer's shopping journey, thereby increasing repeat business.
4. Boosting Revenue
Leveraging chat and calls to pitch our services to clients, directly impacting the organization's revenue.
5. Identifying Website Enhancements
Identifying website errors and offering practical solutions for a seamless user experience.
6. Monitoring Business Trends
Keeping a vigilant eye on customer feedback to identify emerging business trends and sharing insights with key stakeholders.
Qualifications and Prerequisites
To excel in this role, you should possess the following qualities and qualifications:
- A high standard of service mindset.
- Tech-savvy with proficiency in various live chat software.
- Strong sales skills to influence customer decisions.
- Exceptional written communication skills to convey messages concisely.
- Quick thinking, adaptability, and the ability to improvise during conversations.
- Thriving under pressure and meeting deadlines while maintaining a positive attitude.
About CACTUS
Cactus Communications is a forward-thinking science communication and technology company with a global presence. We specialize in AI products and solutions that enhance the research process, from funding to publication. Our services include editorial support, translation, education, and training solutions for researchers, as well as AI-powered scholarly publishing products. We have a diverse workforce of over 3,000 experts and serve customers in more than 190 countries.
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Awards and Recognition
- We take pride in our achievements and accolades, which include:
- Consistent ranking among the top 20 global companies for telecommute jobs since 2016.
- Recognition as 'Employers of the Future' in 2023 and 2022 by LeadUp Universe, Fortune India, and Work Universe.
- Named one of India's Top 100 best workplaces for women by Great Place To Work® in 2022.
- Winner of 'Best Innovation Leveraging AI Services' at AWS AI Conclave 2022.
- Recognition as one of the Best Companies for Millennials 2019 by Times Ascent and Learning & Organisation Development Roundtable.
- Ranked #1 among India's Great Mid-Size Workplaces by Great Place to Work® Institute in 2017.
Join us at Editage, be a part of our culture-driven organization, and help us redefine customer service through the power of live chat support. Together, we'll make a lasting impact on the world of online customer experience.
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