Client Services Representative

Job Title: Client Services Coordinator

Location: Melbourne

Company: Translationz

Industry: Language Services / Translation & Interpreting

Employment Type: Full-Time

About the Role

As a Client Services Coordinator, you will be the first point of contact for both clients and interpreters, helping ensure that high-quality language services are delivered efficiently and professionally. In this role, you will contribute to operational excellence by providing consistent support, managing service requests, resolving issues, assisting interpreters, and building strong client relationships.

We're looking for someone who is proactive, people-oriented, and highly organised with a passion for communication and cultural inclusion.

Key Responsibilities

Client Support & Service Coordination

• Respond promptly and professionally to inbound calls and emails from clients seeking interpreting and translation services.
• Ensure timely service delivery by coordinating with interpreters and managing changes.
• Monitor shared team inboxes, prioritise incoming inquiries, and escalate issues when appropriate.
• Track and ensure KPIs are met for feedback response and resolution.
• Lead and contribute to special projects and administrative initiatives to drive team and operational success.
• Provide regular performance and data and trend analysis to identify opportunities for operational efficiency.
• Support team coordination and adapting to changing priorities

Client Relationship Management

• Serve as a liaison between clients and interpreters, helping to clarify expectations, manage feedback, and ensure satisfaction.
• Participate in client meetings (in person or virtually) to build rapport, understand evolving needs, and promote service enhancements.
• Support account managers in preparing reports and help to monitor service trends, anticipate client needs, and implement proactive strategies to strengthen client relationships.

Interpreter Support & Training

• Conduct with the team interpreter training sessions on platform usage, documentation standards, client expectations and professional development.
• Help troubleshoot interpreter issues related to assignments, availability, and conduct.

Issue Management & Resolution

• Triage and resolve service-related issues or disputes from clients or interpreters professionally and in a timely manner.
• Document incidents and escalate more complex problems to team lead.
• Identify recurring challenges and recommend improvements to workflows, processes, or client communication.

Qualifications

• 2+ years in client services, customer support, or coordination roles, preferably in the language services, healthcare, or staffing industries.
• Graduate degree  a strong plus.
• Excellent communication skills (verbal and written)
• Multilingual candidates or those with proficiency in a second language a plus.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Strong administrative skills and attention to detail
• Sound analytical and problem-solving abilities
• Ability to manage competing priorities across multiple teams

Soft Skills

• Empathy and cultural sensitivity
• Conflict resolution and diplomacy
• Detail-oriented with follow-through
• Collaborative mindset and team player

About Us

Translationz is a leading language services company providing translation and interpreting services across Australia. We are a high growth, financially stable business.

Translationz is proud to be an equal opportunity employer. We are committed to building an inclusive team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

What We Offer

• A supportive, mission-driven team environment
• Opportunities to make a real impact in supporting language access and inclusion
• Competitive salary   
  
  We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.