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
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in customer service · Minimum Bachelor’s degree or its equivalent · Strong MS Office/computer skills TransPerfect is the world’s largest provider of language services and technology solutions for global business. From offices in over 90 cities on six continents, TransPerfect offers a full range of services in 170+ languages to clients worldwide. More than 4,000 global organizations employ TransPerfect’s GlobalLink® Product Suite to simplify management of multilingual content. With an unparalleled commitment to quality and client service, TransPerfect is fully ISO 9001 and ISO 17100 certified. TransPerfect has global headquarters in New York, with regional headquarters in London and Hong Kong. For more information, please visit our website at www.transperfect.com. To learn more about our company culture, please watch our videos below: TransPerfect Effect TransPerfect Core Values