Client Service Associate

Key Responsibilities

You are a matchmaker and project manager. We have three products (Calls, Translation, and Transcripts). You will begin on the Calls team. Customer service and client satisfaction are what motivate you to succeed.

You begin your tenure at Cadence assisting simple projects, and as you develop further, you will:
- Own more complex projects
- Own more client relationships
- Run teams
- Scale up workflows

The Job

You will manage multiple projects per day.

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 Korean 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
  • You will speak with clients via email, phone, or WhatsApp about their needs
  • You will work with colleagues to ensure the client’s expectations for quality, speed, and cost are met
  • You will identify colleagues to assist based on the relevant time zones or regions for the project
• 🤔 Matchmaking
  • Your top responsibility is to identify the best linguist in our community for the client’s objective
  • You will need to present that linguists’ experience in a relevant way for the project
  • ... or you will need to recruit a new one if there isn’t an ideal match
  • You will need to constantly evaluate profitability and client satisfaction
• 🏃🏻‍♀️‍➡️ Executing

  • You will need to sync up expectations between client(s) and linguist(s)

  • You may need to chaperone calls to ensure they begin successfully

  • You will need to speak with clients after projects to make sure they are satisfied

The tools you’ll be using most often are:

• Salesforce, to coordinate projects

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

• WeCom, to use WeChat to speak with clients and linguists

• LinkedIn, to research your clients and linguists

• Slack, to communicate internally

• Notion, to view our documentation

Key Requirements

• Bachelor’s degree

• Fluency in Thai OR Vietnamese OR Bahasa Indonesia (native) and professional-level English. Fluency in other languages is a plus.

• Experience with Salesforce or similar CRM systems

• Outgoing personality with ability to speak to professionals (junior or senior)

• 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

Working Hours & Location

• You will follow Asia business hours and holidays

• This is a fully-remote role where you can work from home (WFH)

Compensation & Benefits

• Competitive salary based on experience and location

• Healthcare insurance and other health benefits

• Annual allowance for professional development expenses

Work Authorization

• We are hiring individuals only as contractors currently.

Interview Process

1 - submit your CV.
2 - watch your email for instructions on how to submit a video selfie.

3 - have a screening call with our HR team (focus is the role's scope and working arrangement. A short case study is included.)

4 - meet potential co-workers (focus is to discuss your prior work and education experiences)

5 - final-round interview with our COO (focus is on your career fit)

bonus round - meet with a recent new joiner to ask any remaining questions

Don’t meet every single requirement? Cadence values diversity and inclusion. Studies have shown that women and people of color 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.