Client Services Associate

We look for and appreciate anyone who is willing to roll up their sleeves and get stuck in! We offer a fast growth path and provide full training around our services, technology solutions and workflows. Therefore the key skills we are looking for are solid communication and relationship building abilities, keeping a cool head if situations get a bit stressful and really owning your role, taking responsibility for your clients and their business success.

If this sounds like you, we would love to hear from you! We have 90 offices worldwide but this particular opportunity is based in our Lisbon office.

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