Customer Service Executive
We’re hiring a Customer Service Executive to be the first point of contact for clients and enquiries. You’ll help manage inbound queries, support client onboarding, coordinate with lawyers and support staff, and ensure every client interaction is professional, empathetic, and efficient.
Key Responsibilities
* Respond promptly to inbound enquiries (calls, WhatsApp, email, web forms) and route them appropriately
* Conduct basic information gathering and client intake (accurate details, issue summaries, urgency)
* Schedule consultations and coordinate calendars with internal teams
* Maintain clear, accurate records in internal trackers
* Support client onboarding and manage expectations on next steps, timelines, and required documents
* Proactively reach out to clients via phone/WhatsApp/email for follow-ups, missing documents/information, appointment confirmations, and updates
* Handle service recovery professionally when clients are upset or confused
* Work closely with lawyers and admin teams to ensure smooth handovers and communication
Requirements
* Diploma or equivalent; relevant experience in customer service, hospitality, healthcare, or professional services is a plus
* Strong written and spoken English (other languages are a bonus)
* Calm, empathetic communicator with excellent phone/WhatsApp etiquette
* Highly organized and detail‑oriented—able to manage multiple cases/enquiries at once
* Comfortable using Microsoft 365 and basic systems/tools
* Able to handle sensitive matters with discretion and professionalism
What We Offer
* A supportive team culture with clear processes and training
* Opportunity to grow in a reputable, expanding law firm
* Meaningful work helping clients through important life matters
* Competitive salary (commensurate with experience)
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