Project Coordinator

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As a Project Coordinator at Ethnolink, you'll play a vital role in our multicultural communications
industry, managing translation projects from inception to completion, ensuring timely delivery,
adherence to budget, and the highest quality standards. Your daily activities will involve intricate
collaboration with clients, translators, and our internal Production team to facilitate seamless
translation projects.

You will leverage your meticulous coordination skills to manage project resources, maintain
excellent client relationships, and ensure our operational and financial systems are up-to-date and
accurate. This entry level role provides an exciting opportunity to make a significant difference by
delivering culturally appropriate resources to diverse communities in Australia.


Key Responsibilities
- End to end project coordination of translation projects, including managing project scope,
deadlines, resource assignments and project budgets.
- Manage most project types reasonably autonomously.
- Coordinate with translators and other vendors ensuring that they have all the necessary
information and resources to complete assignments.
- Continually monitor project progress, making adjustments as necessary to ensure project
completion within timelines and budgets.
- Ensure compliance with industry standards - ISO-17100 and ISO-18587.
- Support the quality management process, including proofreading documents and reviewing
video synchronization.
- Use appropriate tools and systems to analyse files and prepare them for translation, and to
convert and publish translated files.
- Participate in daily, weekly and monthly meetings with the Production team, to ensure that
projects are being effectively managed.
- Develop and maintain business relationships with assigned clients and ensure that their
experience with Ethnolink is world-class.
- Input data accurately and in a timely fashion into our operational & financial systems.
- Escalate any issues or roadblocks in a timely manner to the relevant stakeholders or
management.
- Provide an exceptional level of customer service by being prompt, professional, and
courteous in all client interactions.
- Respond to online chat enquiries, phone calls, and emails in a timely and helpful manner,
ensuring that all client requests are acknowledged and actioned efficiently.
- Proactively communicate with clients to provide updates, confirm requirements, and clarify
queries to ensure accuracy and satisfaction.
- Work regular weekend and evening (AU-time) hours.

Measurables:
- Achieve an average of 65% Gross Profit Margin (GPM) across assigned projects by
managing project costs effectively.
- Contribute to the team’s goal of an 80+ Customer Net Promoter Score (NPS) by providing a
world-class client experience.
- Achieve an average of 95% timely delivery of projects by managing project schedules and
resources effectively.

Desired Skills & Qualifications
- At least 1–2 years of experience working in the translation and localisation industry
- Operations or project coordination experience
- Strong communication skills and excellent grasp of the English language, both written and
spoken
- Excellent phone, email and instant messaging communication skills, with a focus on
providing prompt, professional and friendly client service
- High responsiveness to client enquiries across online chat, phone, and email channels
- Excellent time management skills and the ability to work autonomously as well as
collaboratively within a small team
- Exceptional interpersonal skills, capable of working effectively with different personalities
and stakeholders
- Attention to detail and a well-organised, detail-oriented approach to managing tasks and
projects
- An understanding, appreciation and passion for cultural diversity
- Familiarity with current technologies such as desktop sharing, cloud services and VoIP
- Knowledge of online calendars and scheduling tools (e.g. Google Calendar)
- High proficiency with Google Suite applications and Microsoft Office
- An ability to learn and grow quickly
- Alignment with Ethnolink’s core values