Account Executive - Global Translation Services

Location: London (Hybrid 2 days Per Week onsite)

Employment type: Fixed term contract 12 Months

We are partnered with an innovative IT consultancy based in London but with a global presence who are leading advisors in their industry by creating lasting value for their clients.

The Global Translations Services Team is currently seeking a new executive position for a period of 12 months, with the option to extend, to cover new business growth.

Working within the Global Translation Services Department, this role is responsible for receiving client orders, assigning relevant resource, efficient prioritisation and deadline management across a wide range of language related content requests. This role oversees the end-to-end order process and plays an active part in troubleshooting operational issues. This role is also responsible for maintaining the data-integrity of the order management system and translation management software.The role will also be required to post content directly to our client’s websites and QC vendors’ and freelancers’ posting to websites. This role will follow department standard operating procedures (SOPs) across the various workflows.

This is a client-facing role dealing with customers globally, with varied requirements, in a fast-paced environment. The role should ensure a high level of customer satisfaction, working with the regional resource and managing global vendors to complete orders on time and to a high standard.

As part of a collaborative and customer focused Team, this role will have the opportunity to understand the business requirements of customers and to influence the success of the Team, by contributing ideas, client service offerings and operational solutions with a view to continuous improvement and creating a best-in-class service.

Key responsibilities include:

• Provide excellent customer service to global clients and build productive relationships with clients, ensuring professional and customer focused communication at all times.
• Receipt of translation orders and effective scheduling of resources, ensuring deadline dates are met, prioritisation is correct and editorial requirements are understood by the resources and vendors. Department SOPs must be adhered to at all times.
• Working with translators on resource capacity planning and troubleshooting queries.
• Actively managing external third party vendors for translation, copywriting, copyediting and posting work. Ensuring vendor performance meets expectations and reporting on service levels as required.
• Maintaining data integrity of any internal management systems, or data repositories such as Easy Redmine and memoQ.
• Uploading and updating content into content management systems such as WordPress for our clients, focusing on quality and accuracy.
• Able to support large scale projects in addition to daily BAU tasks and to adapt to new business requirements.
• Keeping aligned to customers, understanding their operational needs and work schedules.
• Escalating issues appropriately and swiftly.
• Potential opportunity to provide quality control on tasks, should language skills be relevant.

Requirements

• Customer service mind-set.
• Highly organised, ability to ‘get things done’, ‘can do’ attitude.
• The ability to use own initiative, to pre-empt potential problems and find solutions.
• Strong verbal and written communication skills in English with a professional and diplomatic demeanour.
• Good interpersonal skills, great team player with collaborative approach.
• Experience working in a language related operation or relevant field is a strong advantage.
• Attention to detail is critical.
• The ability to prioritise in a time-pressured environment and to juggle multiple customer requests simultaneously.
• Flexible approach and the ability to adapt to different demands.
• Proficient in Microsoft Office and/or various software.
• Additional languages would be an advantage.