What You Will Be Doing
The position of the Client Services Associate is responsible for serving as the first level of support to existing clients, and managing and coordinating the completion of all language projects.
Respond to client requests for new project initiatives through our centralized technology
Collaborate with various members of the production team to assess the scope of work and produce cost and timeline estimates for translation projects and requests
Initiate all project related work by providing detailed budget, schedule and instructions to the project team and by anticipating pitfalls or potential roadblocks to successful completion
Ensure that any pitfalls are addressed and resolved with the client before being submitted to the production team
Where applicable, initiate some project specifics to set the production team / individual project up for success
Take a proactive role in learning about clients’ industry, business needs and company culture, educating the project team, and providing a high level of service
Monitor and communicate project progress, ensure strict adherence to deadlines and budgets and ultimately produce high quality deliverables
Serve as the central point of contact for and liaison between external client contact and internal production staff
Set and fulfill client expectations
Comply with all ISO regulations, processes and procedures
Potentially trouble-shoot problem projects
Understand and abide by individual project instructions and effectively communicate to the production team
Investigate client complaints where applicable
Discuss issues with clients and production staff and creatively problem solve to alleviate issues
Complete all other tasks as assigned by a manager
Required skills and qualifications:
Minimum Bachelor’s degree or its equivalent
Experience in customer service
Excellent problem solving and analytical skills; must be able to take active measures to solve problems and commit to a high level of service
Effective time management and ability to multi-task in a fast-paced environment
Excellent written and verbal communication skills in English
Ability to work well with people from a variety of different backgrounds and cultures, work independently and as part of a team
Experience coordinating projects and assignment of resources a plus
Strong MS Office/computer skills
Desired skills and qualifications:
Knowledge of a second language
Fluency in a foreign language
Experience coordinating projects and assignment of resources a plus
