Client Service Associate - Calls

Important

This role requires the ability to speak on a business level Mandarin, Japanese or Korean.

Key Responsibilities:

Associates connect our clients with the language professionals needed to ensure that their projects achieve optimal results. Once an Associate has mastered the core expertise required in both project management and client communication, they will have an opportunity to manage more complex projects, assume greater client-facing roles, and work with Client Service Managers on strategic planning as they progress upward within the Client Services team.

The Job

In this fast-paced role, an Associate is expected to deliver 30-100 projects per month to our clients. Projects can begin and end on the same day (”I need an interpreter for a call at 8pm tonight”). Or they can span several weeks (”I am hosting three focus groups in three European cities and need moderators to facilitate the focus groups and translate the output into English”). Here’s how you will interact with a project:

• Scoping
  • Speak with clients via email or phone about their needs
  • Work with owners of the account to ensure the client’s expectations for quality, speed, and cost are met
  • Identify the relevant time zones or regions for the project
• Matchmaking
  • Identify the best linguist in our community for the client’s objective
  • Present that linguists’ experience in a relevant way for the project
  • Or recruit a new one if there isn’t an ideal match
  • Evaluate and manage the cost of resources to ensure maximum profitability of projects
  • Provide analysis of gross margin projections for complex projects
• Executing

  • Ensure the expectations of the client and the linguist are in sync

  • Coordinate with colleagues in other offices to seek assistance

  • Connect with the client after the project is complete to confirm their satisfaction

The tools you’ll be using most often are:

• Salesforce, to coordinate projects

• Front, a tool that sits on top of Gmail, to manage client and linguist communications

• LinkedIn, to research your clients and linguists

• Slack, to communicate internally

Key Requirements

• Bachelor’s degree in a related field

• Fluency in English. Fluency in an additional language either Mandarin, Japanese, Korean.

• Experience with Salesforce or similar CRM systems

• Excellent written and verbal communication and client service skills

• Strong organizational and multitasking abilities

• Ability to work under pressure in a fast-paced environment

• Ability to work effectively in both independent and team environments

• Goal-oriented, driven, and highly motivated to succeed & take on challenges

• Entry-level to intermediate-level candidates are welcome to apply: any relevant work experience is a plus

Work Shift

• 09:00 to 18:00 Manila Time.

• Afternoon or overnights shifts are available with a commensurate increase in compensation.

Compensation & Benefits

Compensation USD $1,000 base (varies by level of experience), Korean and Japanese speakers open to negotiation.

Benefits:

• Competitive salary and benefits allowance.

• Supportive and collaborative work environment.

• Annual allowance for professional development expenses; refine to also include work shift compensation.

Don’t meet every single requirement? Cadence values diversity and inclusion. Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single qualification. We want a happy and engaged team, so if you like what you're reading but are worried you don't "check all the boxes", please apply anyway. You may be just the right candidate for this or other roles.