Client Service Executive

The Client Services Executive is the first point of contact for clients. They are responsible for liaising between Production and the client, completing the preflight of new projects, entering projects on PA and internal PD and sending projects to Production. The Client Services Executive takes pride in management, demanding clients and complex projects as well as taking ownership of tasks by training junior team members, taking on a language champion role, on-boarding new clients, streamlining workflows and educating clients.

Description:

• 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 troubleshoot 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
• Help with training of more junior team members
• Run meetings with production to discuss client feedback, concerns or issues
• Hold regular meetings with the client to discuss any concerns and overall satisfaction with TP
• Participate in global client services meeting
• Handle challenging, demanding and complex projects, taking anything high profile, urgent or critical
• Complete any other tasks that are deemed appropriate for the role and assigned by a manager/supervisor

Required Skills:

• Effective time management and ability to multi-task in a fast-paced environment
• Superior written and spoken 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
• Strong MS Office/computer skills

Required Experience and Qualifications:

• Minimum Bachelor’s degree or its equivalent
• Experience in customer service
• Experience coordinating projects and assignment of resource