Job Description

About Us

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 Comparably’s 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.

Job Summary

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.

Summary of Responsibilities

• 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 client.
• Initiating and delivering regular and/or urgent communications to the Contact Centre Director, Coordinator, Employee Development, Accounting and/or Contractor Relations advising them of changes to client programs.
• Updating the competitor’s analysis on a monthly basis to ensure services and processes remain within industry standards by the 30th of every month.
• Regularly update Statements of Work (SOW) to ensure alignment with client expectations and evolving business needs

Work Experience

1-3 years’ experience in a client service role

Education

Bachelor’s Degree in Management

Salary Range

The base pay range for this position is up to CAD 43000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements: 

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. 

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.