Job Description
Overview CACTUS is a remote-first organization and we embrace an accelerate from anywhere culture. You may be required to travel to our Mumbai office based on business requirements or for company/team events. Are you someone who thrives on turning challenges into meaningful client experiences At , we are looking for individuals who can transform client feedback into actionable insights and long-term satisfaction. This role sits at the intersection of quality, customer experience, and problem-solving, making a direct impact on client retention and service excellence. Note - This is a fully remote role with a 9- hour shift scheduled between 7: 00 AM and 9: 00 PM, including rotational weekend shifts ( 9: 00 AM - 6: 00 PM). Responsibilities Own Client Feedback End-to-End Take complete ownership of client concerns by analyzing root causes, understanding sentiment, and delivering effective, lasting resolutions. Drive Customer Delight Convert dissatisfaction into positive experiences through thoughtful communication and solution-oriented thinking. Handle Complex Escalations Manage high-impact and sensitive client interactions with empathy, clarity, and strong judgment. Strengthen Process Understanding Develop a deep understanding of internal workflows across services and markets to prevent recurrence of issues. Improve Quality & Resolution Efficiency Continuously enhance resolution quality, turnaround time (TAT), and overall efficiency of feedback management. Collaborate Across Teams Work closely with internal stakeholders to ensure timely and effective resolution of client concerns, including urgent escalations. Drive CSAT & SLA Adherence Maintain and improve customer satisfaction scores while ensuring compliance with defined SLAs. Generate Insights & Recommendations Identify patterns in client feedback, highlight process gaps, and proactively suggest improvements to enhance service quality. Success Metrics in this Role Drive high CSAT scores and contribute to long-term c
