Client Satisfaction Coordinator - Remote ASG

Remote, Any Province, Canada

Job Description:

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparablys Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture:
Foundever® Stories.

This role may involve the use of approved artificial intelligence (AI) tools to support day to day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).

This opportunity represents an existing vacancy supporting current business operations.

The Coordinator, Client Satisfaction is responsible for managing and maintaining new and existing accounts, ensuring seamless program implementations and exceptional client experiences. The role is dedicated to achieving and sustaining a 95% client satisfaction rating, as measured by CSAT, through proactive communication, issue resolution, and process optimization.

Key responsibilities include ensuring accurate documentation, communicating essential processes within two business days, and addressing client concerns promptly resolving 80% of complaints within three business days and 95% within five business days. Additionally, this role involves updating Statements of Work (SOW) to reflect current client needs and expectations, as well as preparing and delivering client presentations, including Monthly KPI reports.

• Building relationships with clients in order to understand their requirements and expectations, fulfill current contractual commitments and establish future opportunities.
• Determining the resources (time, money, equipment, etc) required to complete the project, developing a schedule for project completion that effectively allocates the resources to the activities, obtaining approval from appropriate stakeholders; determining the objectives and measures upon which the project will be evaluated at its completion and completing a lesson learned follow-up upon execution of project.
• Monitoring adherence to client contracted service level agreements (SLA) and working in conjunction with other departments to meet applicable targets as defined by the SLA documentation.
• Analyzing data and recommending process and/or protocol improvements to the Director, Client Relations that may be required due to corporate client feedback/complaints, developments arising from Client Satisfaction Surveys or failure to meet service level standards.
• Documenting and communicating to OPS 100% of corporate client complaints on a monthly and quarterly basis. Prepare a response for all results of less than 80% and subsequently provide the Director with appropriate recommendations for improvement.
• Ensuring handbooks and other fulfillment material is up to date. Recommending changes and forecasting membership and fulfillment consumption for the next six months by the piece for each individual…