Senior Client Services Executive

Job description

TransPerfect Is More Than Just a Job… Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards. The Senior Client Services Executive is a team member showing a well-rounded and in-depth understanding of client service, and who can lead by example to help grow and develop the team, its members and its business. 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 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 · Help with the training of junior team members · Initiate meetings with Production to discuss client feedback, concerns or issues · Hold regular meetings with clients to discuss any concerns and overall satisfaction with TP · Make contributions and participate in global client services team meetings · Independently handle challenging, demanding and complex projects · Take on and investigate any high profile, urgent and/or critical projects and escalate when needed · Contribute to driving the team and its business forward by having a process-orientated mindset · Report on KPIs, both internally and externally and contribute to creating action plans to target areas of improvement · Complete all other tasks that are deemed appropriate for the role and assigned by a manager/supervisor Required Skills: · 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 · Superior written and spoken communication skills in English Required Experience and Qualifications: · Experience in customer service · Minimum Bachelor’s degree or its equivalent · Strong MS Office/computer skills