Job Summary

Reporting to Client Experience Manager, the Job holder will manage client communications, inquiries, interactions, feedback and brand champion- building and positioning the firm as the key to go to global business law firm in terms of service delivery.

Key Duties and Responsibilities

Client Interaction:

1. Managing inbound/outbound calls, emails, website inquiries and in-person visits.
2. Respond promptly and effectively to client inquiries, directing them to the appropriate legal teams as needed.
3. Communicate effectively client service standards.
4. Managing leads and client both virtual and physical appointments with respective Advocates.
5. Analyze relevant data to determine client service outputs.
6. Inputting data on internal systems and extracting weekly leads reports.

Administrative Support:

1. Handle the intake process, ensuring client information is accurately recorded and filed.
2. Maintain and update client records in the case management system, adhering to confidentiality protocols.
3. Draft correspondence, documents, and other materials as directed.
4. Assist in billing and invoicing, ensuring timely communication of fees and payment terms to prospects/clients.
5. Ensure the necessary resources and tools are provided for quality client service delivery.
6. Ensure accuracy of reporting and database information.

Coordination and Communication:

1. Act as a liaison between clients, Client Experience Manager and legal team, ensuring clear and effective communication.
2. Contribute to client service projects and initiatives.
3. Liaise with Client Experience Manager to support and implement growth strategies.
4. Brand Champion- building and positioning the firm as the key to go to firm.
5. Identify and implement strategies to improve quality of service and productivity.

Problem Solving and Client Satisfaction:

1. Review, track and resolve client complaints promptly and professionally.
2. Implement and maintenance of agreed client service levels and standard through analysis of clients’ communication, feedback, and surveys to improve service delivery and satisfaction.

Compliance and Confidentiality:

1. Ensure all client interactions and data handling comply with legal and ethical standards.
2. Uphold strict confidentiality regarding client information in compliance with the applicable internal policies and Data Protection Act.
3. Implement client service policies and procedures.

Qualifications & Experience:

1. Diploma in Business Administration, Marketing, Customer Service or related qualification, a degree would be an added advantage.
2. 3 years’ experience in a similar position, managing client’s in-bound/out-bound calls, emails, website inquiries and feedback.
3. Good understanding of the operations of a law firm.
4. Knowledge and experience in client case management systems.
5. Understanding of client service principles and practices in a law firm context.
6. Knowledge and skills on relevant current technology trends and applications.
7. Experience in the use and management of social media platforms.

Personal Attributes:

1. A customer-focused mindset with the ability to handle sensitive situations with discretion.
2. Excellent interpersonal and communication skills.
3. Excellent client services skills.
4. A strong, service-oriented personality.
5. An engaging and motivating personality.
6. Fluency in written and spoken English.
7. Good organizational skills with the ability to manage multiple tasks.