Bilingual Client Satisfaction Coordinator

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.