Customer Care Officer

Job Description

Key Responsibilities:Client Interaction: Attend to inbound client inquiries via phone, email, WhatsApp, or website forms. Conduct initial screening of client legal issues and collect relevant case details. Explain available legal services, consultation process, and associated fees. Schedule and coordinate consultations with advocates (phone/VC/in-person). Documentation & Follow-up: Maintain accurate records of client interactions and case intake forms. Ensure timely follow-up with clients for pending information or confirmations. Share payment details and track consultation fee collections. Coordination & Support: Liaise between clients and legal teams for smooth case handover. Assist advocates by preparing client briefs and consultation notes. Handle rescheduling and escalation of client concerns, if needed. Client Experience & Relationship Management: Provide a courteous and professional experience to all clients. Encourage clients to use the firm’s online query or consultation platforms. Collect and manage client feedback and reviews post-consultation. Required Skills & Qualifications:Bachelor's degree (preferably in Law, Business, or Communications) Excellent spoken and written communication skills in English and regional language Strong interpersonal and client-handling abilities Basic understanding of legal terminology and services (training will be provided) Ability to multitask and manage time effectively Proficiency in MS Office, Google Workspace, and CRM tools Prior experience in legal support or client service is an advantage Key Attributes:Empathetic and client-oriented approach Professional demeanor and confidentiality Proactive and detail-oriented Team player with problem-solving attitude Salary & Benefits:Competitive salary (based on experience) Incentives based on client conversion/retention Opportunities for legal skill development and growth within the firm Exposure to a wide range of legal practice areas