Bilingual Client Satisfaction Coordinator

Jobgether; Canada; Remote; CAD 39,000 - 47,000; Full time

Benefits offered by this job

Salary CAD 43k

Remote across Canada

Job summary

Jobgether is seeking a Bilingual Client Relations Coordinator based in Canada to manage client accounts and coordinate program requirements. You will help ensure contractual commitments are met and contribute to a 95% CSAT through proactive service and account management.

The role involves coordinating with internal teams and external stakeholders, monitoring SLAs, improving processes, and maintaining accurate client documentation. Remote work across Canada is available.

Qualifications

• Bachelor's degree in Management required.
• 1-3 years in client service or client relations.
• Strong communication and relationship-building skills.
• Excellent organizational and coordination skills.
• Analytical and problem-solving abilities.
• Ability to collaborate across departments and communicate updates.
• Attention to detail and commitment to deadlines.
• Nice to have: Bilingual English and French.

Responsibilities

• Build and maintain strong client relationships by understanding requirements and fulfilling commitments.
• Coordinate new and existing client accounts and support program implementation.
• Monitor SLAs and work with departments to meet targets.
• Track client satisfaction with a target of 95% CSAT.
• Respond promptly to client concerns; resolve 80% within 3 days and 95% within 5 days.
• Ensure accurate client documentation and communicate program processes within 2 business days.
• Plan and coordinate project activities with resources, schedules, and approvals.
• Analyze client feedback and performance data to identify improvements.
• Communicate program changes to internal stakeholders regularly.
• Keep routing protocols and CRM records up to date and ensure out-of-province availability.
• Follow up on reimbursements and ensure processing per contract requirements.
• Update Statements of Work and prepare client KPI reports.
• Perform other related duties as assigned.

Skills

Communication

Relationship-building

Organizational skills

Analytical thinking

Problem solving

Cross-department collaboration

Attention to detail

Bilingual EN/FR

Education

Bachelor's degree in Management

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Client Relations Coordinator based in Canada.

Take on a client-focused coordination role where communication, organization, and relationship management are essential to delivering an exceptional customer experience. You will manage new and existing client accounts, coordinate program requirements, and help ensure contractual commitments are consistently met. Working with internal teams and external stakeholders, you will support smooth program operations and timely resolution of client concerns. You will also monitor service performance, analyze feedback, and identify opportunities to improve processes and satisfaction levels. This remote opportunity is suited to a proactive professional who enjoys balancing client engagement, operational coordination, and continuous improvement. Your work will contribute to a target of 95% client satisfaction through responsive service and effective account management.

Accountabilities

• Build and maintain strong client relationships by understanding requirements, managing expectations, fulfilling contractual commitments, and identifying future opportunities.

• Coordinate new and existing client accounts and support seamless program implementation and ongoing service delivery.

• Monitor compliance with client service level agreements (SLAs), working with relevant departments to achieve agreed performance targets.

• Track client satisfaction and service performance, supporting the objective of maintaining a 95% CSAT rating.

• Respond proactively to client concerns and complaints, aiming to resolve 80% within three business days and 95% within five business days.

• Ensure accurate client documentation and communicate essential program processes and updates within two business days.

• Plan and coordinate project activities by identifying required resources, establishing schedules, obtaining stakeholder approvals, defining success measures, and conducting lessons-learned reviews.

• Analyze client feedback, satisfaction survey results, complaints, and service performance data to recommend process and protocol improvements.

• Communicate regular and urgent client program changes to relevant internal stakeholders, including leadership, intake navigation, employee development, and finance teams.

• Ensure out-of-province availability and vacation information is communicated to the appropriate teams, and that routing protocols and CRM records are kept up to date.

• Follow up with members requesting reimbursements and ensure requests are processed in accordance with contractual requirements and divisional procedures.

• Update Statements of Work (SOWs) to reflect current client requirements and expectations, and prepare and deliver client presentations, including monthly KPI reports.

• Perform other related duties as assigned.

Requirements:

• Bachelor's degree in Management.

• 1-3 years of experience in a client service or client relations role.

• Strong communication and relationship-building skills, with the ability to understand client needs and manage expectations effectively.

• Excellent organizational and coordination skills, including the ability to manage schedules, resources, documentation, and multiple priorities.

• Analytical and problem-solving abilities, with confidence reviewing performance data, identifying service gaps, and recommending improvements.

• Ability to collaborate across departments and communicate program updates clearly and promptly.

• Strong attention to detail and commitment to meeting service standards, contractual obligations, and deadlines.

• Nice to have: Bilingual proficiency in English and French.

Benefits:

• Salary of up to CAD 43,000 per year, with the final offer varying according to location, relevant knowledge, education, skills, and experience.

• Remote work opportunity available across Canada.

• Opportunity to contribute to client experience and operational improvement initiatives within a global customer experience environment.

We appreciate your interest and wish you the best!