Job Listing

JOB DESCRIPTION

Summary

Working within the Global Translation Services department responsible for receiving translation orders, assigning relevant resource (in partnership with Language Supervisors), efficient prioritization and completion of Language translation requests. This role oversees the end to end process troubleshooting issues. 

This is a client-facing role dealing with customers worldwide, with varied requirements, in a fast-paced environment. The role ensures a high level of customer satisfaction, working with the regional translators to complete orders on time and to a high-quality specification. 

This role is also responsible for the order scheduling system and repository data-integrity following department standing operating procedures (SOPs). 

This role will have the opportunity to influence the success of this customer-focused service team contributing to ideas, client service offerings and operational solutions with a continuous improvement mind-set. Understanding the business of our customers and creating the best-in-class service.

Responsibilities

• Provide excellent customer service levels to all clients worldwide. Build relationships with clients, ensuring professional, and customer focused communication at all time. 
• Represent GTS locally with APAC team, building on internal relationships and understanding the local business needs. 
• Receiving of translation orders and effectively scheduling resource for completion ensuring deadline dates are met, prioritisation is correct and requirements understood by translator. 
• Following Standard Operating Procedures for department and communicating daily with London Exec teams to ensure consistency of approach across global translations. 
• Working with translators on resource capacity planning and troubleshooting administration queries.
• Actively manage external third party vendors for translation work as required. Ensuring vendor performance meets expectations and reporting on service levels as required. 
• Keep scheduling system and repository data accurate, ensuring relevant information is kept up to date avoiding translation duplication. Careful attention to detail is required. 
• Assisting with metric reporting and analysis as required. 
• Able to support large scale projects in addition to daily translation tasks, ability to adapt to new business requirements.
• Keeping aligned to customers, understanding their operational needs and work schedules. Planning ahead around the marketing and sports calendar.
• Escalate issues appropriately and swiftly. 

Requirements

• Customer service mind-set, ability to ‘get things done’. 
• The ability to use own initiative, to pre-empt potential problems and find solutions.
• Strong communication skills (both written and spoken) and a diplomatic demeanour. Able to juggle multiple customer requests at one time. 
• Good interpersonal skills, great team player with collaborative approach.
• Attention to detail essential.
• The ability to prioritise in a time pressured environment.
• Flexible approach and the aptitude to adapt to different demands.
• The above list of duties is not exclusive or exhaustive and the post holder will be required to undertake tasks that are reasonably expected within the scope and grading of the post.