Client Services Associate

Summary: 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 in our Sydney Office.

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 internal regulations, processes and procedures in line with ISO standards

• 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

Required Skills:

• Bachelor’s degree

• Minimum 2 years of full-time experience in client management and/or business relationship development, preferably in a multicultural international setup

• Exceptional problem solving and analytical skills

• Customer service and/or project management experience

• Strong organizational skills, attention to detail, and the ability to multi-task

• Working knowledge of MS Office and MS Project

• Ability to prioritize and schedule tasks and work in a team environment.

• Must be willing to learn new things, be open to challenges and thrive on success