Customer Service Coordinator

thebigword Group; Leeds; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading language service provider in the UK is looking for a Customer Service Coordinator to enhance global communication. This office-based role emphasizes teamwork and client relationships, where Coordinators assist in sourcing linguists and resolving customer queries. Candidates should possess excellent communication skills and preferably have experience in customer service or language services. Join a dynamic team where your contributions make a significant impact on clients and linguists alike.

Qualifications

• Fluency in legal terminology in Swahili preferred.
• Experience in customer service or language services is a bonus.
• Ability to make confident decisions and embrace initiative.

Responsibilities

• Uncover client needs and resolve queries swiftly.
• Match clients with suitable linguists and provide updates.
• Manage workload effectively while seeking support when needed.
• Cultivate relationships with clients and linguists.

Skills

Excellent communication

Attentive listening

Problem-solving

Team collaboration

Tools

Wordsynk application

Job description

The Role Unveiled

Experience a collaborative atmosphere that thrives on teamwork and connection, with this office-based opportunity as a Customer Service Coordinator. At the heart of our operation, Customer Service supports in eradicating the final language barrier of global communication by sourcing a linguist to service our customers’ requirements or supporting clients with their bookings. Need someone fluent in legal 'jargon' in Swahili? That's our specialty!

Your Role in Action

Our collaborative environment thrives on teamwork, where Customer Service Coordinators stand at the forefront, supported by Team Managers, Real-Time Analysts, and our tech wizards. Each call and booking comes with autonomy, backed by the assurance of support whenever it's needed. It's a dynamic balance between independence and a safety net, ensuring every Coordinator can shine.

• Uncover client needs and swiftly resolve queries using insights from thebigword's Interpreting Operations department.
• Master our Wordsynk application to offer comprehensive support in response to inquiries.
• Skillfully match clients with suitable linguists, providing consistent updates on progress.
• Reassure dissatisfied customers, swiftly escalating serious concerns for resolution.
• Offer real‑time, empathetic customer care to both clients and linguists.
• Cultivate strong, positive relationships with clients and linguists, ensuring mutual satisfaction.
• Foster effective communication among Interpreting Services team members and departments within thebigword.
• Efficiently manage your workload while seeking managerial support when needed.
• Identify and elevate priority issues to operations management for prompt resolution.

The Perfect Match: Your Skills & Talents

• Thrive on making a positive impact on people's lives, excelling as a communicator and attentive listener.
• Proactively tackle challenges, showcasing a desire to understand and resolve issues.
• Embrace initiative, confident decision‑making, and a strong moral compass to always 'do the right thing.'
• Driven by passion and commitment, aiming high to achieve targets while staying resilient and accountable.
• Enthusiastically contribute to team success, finding joy in collaboration and celebrating achievements with colleagues.
• If you’re experienced in Customer Service or have any experience in the language service sector, this would be a bonus!