Client Service Associate - WFH, Transcription

Key Responsibilities

Associates connect our clients with the language professionals needed to ensure that their projects achieve optimal results. As a Transcripts Associate in our dynamic Transcript Services team, you'll thrive in a fast-paced setting that demands careful attention and the skill to manage clients' expectations. Your primary responsibilities include managing projects by pairing them with suitable transcribers, overseeing the progress of multiple transcription projects, and delivering completed transcripts. As you develop these core skills, you'll find opportunities to take on more complex tasks and contribute to strategic planning with the Client Service Managers within the Client Services team.

This role is to manage a team of transcribers, not to actually transcribe documents.

About Us

Cadence (www.cadencetranslate.com) is a language services firm servicing the due diligence industry. We started in Beijing in 2014 and the types of clients we serve are expert networks, investment firms, consulting firms and market research firms. We are a remote-first company whose staff is located across multiple countries. Each individual is functionally aligned to one of three time zones (APAC, EMEA, Americas). We strive to promote internally whenever possible, so this is a limited opportunity to join a company that values ambitious and efficient professionals keen to develop their career. 

The role

In this role, an Associate can expect to interact with projects which typically span several days, depending on the complexity and volume of the audio materials provided. Here’s how you will interact with a project:

Client Communication

• Categorize incoming transcript projects based on complexity, language, and required expertise
• Provide estimated turnaround time and quotation to clients based on project details
• Respond to ad-hoc client inquiries regarding project status, timelines, and any special requirements

Project Coordination

• Process and load audio materials into relevant systems and tools
• Match the best transcriber or editor in our community for the client’s objective
• Monitor and track ongoing transcription projects
• Coordinate with colleagues in other offices to seek assistance
• Work with Client Service Managers to keep them updated on project management statuses
• Evaluate and manage the cost of resources to ensure maximum profitability of projects
• Provide analysis of gross margin projections for complex projects

Execution & Delivery

• Review completed transcription files against checklist and template guidelines
• Work with transcribers and editors to review and revise transcripts based on client feedback

Key Requirements

• Proficient in Microsoft Word and Excel
• Excellent English written and verbal communication skills;
• Superb organizational and multitasking abilities;
• Exceptional attention to detail and accuracy;
• Proven experience in a high-paced, detail-oriented environment;
• Ability to work effectively in both independent and team environments;
• Goal-oriented, driven, and highly motivated to succeed & take on challenges;
• Familiarity with CRM systems, and/or audio transcription processes and tools is advantageous
• 2 years previous experience in document controls positions

Working Hours & Location

• You will follow local business hours and holidays during training, but you may be assigned to afternoon or overnight shifts. Such non-standard hours comes with a compensation increase.
  
• 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

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)