Cactus Hiring Customer Care Advisor Remotely | Work From Home Job

Cactus Off Campus 2026:

Responsibilities of an Advisor:

• Handle customer queries via chat, email, or calls
• Collect data from consumers to effectively identify and comprehend problems, and use great customer service abilities to provide clients with amazing care by developing a thorough grasp of the product.
• Escalate more complex or unique issues to senior staff and follows up with customers accordingly to ensure transparent communication.
• Proactively identify when a customer is at risk and follow the adequate process by raising it to the relevant internal stakeholders.
• Maintain proper documentation of customer interactions.
• AI Utilization
  – Maintain AI literacy and understanding of ethical AI applications in academic publishing and scholarly communications.
  – Demonstrate basic prompt engineering skills for effective AI tool utilization.
  – Exercise judgment in determining when AI assistance is and is not appropriate for tasks.
  – Ensure compliance with the client’s AI usage policies and data protection requirements.
  – Collaborate effectively with AI tools while maintaining human oversight and professional standards.
  – Utilize prompt templates for common customer issues to generate consistent and effective responses.
  – Draft customer responses using AI assistance while maintaining accuracy and appropriate tone.
  – Make informed escalation decisions by leveraging AI insights and customer interaction data.
  – Interact effectively with AI-enhanced knowledge base systems to quickly locate relevant information and solutions.

Cactus Off Campus- Eligibility Criteria:

• Bachelor’s degree in computer science, information science, or a related field (preferably)
• Lesser degrees must be accompanied by equivalent relevant experience.

Required skills:

• Excellent professional oral and written English communication skills.
• Problem-solving and ability to master new tools and techniques.
• Past technical support or customer support experience working for a software company.
• Experience with ScholarOne or experience in the STEM publishing industry a plus.
• Experience with Salesforce a plus.

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Cactus Recruitment Selection Process:

The selection process involves an initial screening by a recruiter and one interview round

Why Join Cactus?

• Training and development.
• Coaching and support from experts.
• Continuous learning culture
• Employee Perks