Job Title

OverviewCACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Seoul office based on business requirements or for company/team events.We are looking for an Associate Customer Service Manager to join our team. This role serves as a vital bridge between our customers and CACTUS, ensuring customer needs are understood and addressed while providing helpful advice, solutions, and prompt responses to inquiries.ResponsibilitiesCommunicate with Korean customers through various channels (phone, email, etc.), understanding their needs, resolving inquiries, and providing guidance on our services.Understand the publication requirements of authors and translate these from Korean to English for effective communication with internal stakeholders.Relay information received from internal stakeholders back to customers, translating it from English to Korean.Convert new and potential customers into loyal supporters by offering suitable pricing, services, and delivery options.Address and resolve customer complaints, ensuring an exceptional service experience to retain existing customers.Share insights on market trends with internal stakeholders, becoming a trusted advisor to help improve conversion rates.Undertake additional projects as needed.Qualifications and PrerequisitesBachelors degree in any discipline.Proficiency in spoken and written English with excellent comprehension skills.A minimum of 2 years of experience in customer service or related roles (fresh graduates are also welcome to apply).Basic computer skills.Strong customer-oriented mindset and adaptability to engage with clients from diverse backgrounds and cultures.Ability to anticipate and empathize with customer needs through active listening.Benefits of this RoleWork from homeWork from home allowanceHealth check allowanceHoliday giftWedding/ funeral supportMental health programApplication ProcessBefore applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised. Our selection process typically involves an initial screening by a recruiter, a technical assessment, and two to three interview rounds. For this role, There will be Test > 1st Interview > HR Interview.Equal OpportunityOur hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.Accelerating from AnywhereAs a remote-first organization, these are essential attributes we look for in all our candidates.Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.Documenting work that brings everyone on the same page.Maturity to choose between synchronous and asynchronous collaboration.Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.Additional InformationMonday to Friday: 9:00 AM 6:00 PM (Korean Standard Time).Saturdays: 12:30 PM 9:30 PM (Korean Standard Time).Saturday shifts are not weekly; they occur 12 times a month, with compensatory time off provided for Saturday work.Candidates may be required to work on Korean public holidays, with compensatory leave or holiday allowances provided as applicable.About CACTUSEstablished in 2002, Cactus Communications (cactusglobal.com) is a leading technology company that specializes in expert services and AI-driven products which 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. 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. Together we,Power research. Empower people.At Cactus Life Sciences (cactuslifesciences.com), we believe the future of medical communications lies at the intersection of science, technology, and human connection. Headquartered in Princeton, New Jersey, with teams in Switzerland, the United Kingdom, India, and Japan, we help biopharmaceutical organizations redefine scientific exchangeleveraging AI, automation, and innovation while keeping patients at the heart of everything we do.Our expertise spans medical strategy, scientific content development, and medical education across therapeutic areas and the product lifecycle. By blending scientific rigor, agile operational models, and future-ready technologies, we partner with medical affairs teams to catalyze their transformation, adapt to a changing landscape, and drive meaningful outcomes for healthcare communities worldwide. #J-18808-Ljbffr