Customer Service

ABOUT THE COMPANY

We are a Business Process Outsourcing company in Kenya. We offer reliable data annotation, customer support, and outsourced HR services.

JOB SUMMARY

We are seeking a highly motivated and empathetic Legal Intake Specialist to join our team. The ideal candidate will support the case manager with various administrative tasks, handle inbound and outbound calls, draft letters of representation, fill out reports, manage correspondence, gather information from clients, and organize files in Dropbox. The candidate must demonstrate high emotional intelligence, exceptional customer service skills, and a proactive, self-sufficient attitude. A minimum of 1-2 years of customer service experience is requiredRequired Skills and Qualifications:- Empathy: Ability to understand and share the feelings of others, providing a supportive environment for clients.- Self-Sufficiency:Capable of working independently with minimal supervision.- Proactive: Ability to anticipate needs and take initiative to address them without being prompted.- High Emotional Intelligence:Skilled at recognizing and managing your own emotions as well as those of others.- Customer Service Excellence: Demonstrated ability to provide outstanding service to clients, resolving issues effectively and efficiently.- Patience: Ability to remain calm and patient, especially when dealing with challenging situations or distressed clients.- Experience: 1-2 years of customer service experience is a must, preferably in a legal or professional services environment.

RESPONSIBILITIES

Key Responsibilities:- Administrative Support:- Assist the case manager with daily administrative tasks to ensure smooth operation of the office.- Maintain and update client files and case records with accuracy and confidentiality.- Communication:- Handle inbound and outbound calls, providing exceptional customer service and gathering necessary information from clients.- Draft letters of representation and other necessary correspondence as directed by the case manager.- Manage and respond to email communications promptly and professionally.Schedule: Monday to Sunday two days off during the week, availability to work weekends.  On sitework shifts: 5pm - 1am or 12:00am - 8am (1 hour lunch / 2 breaks)-Reporting:- Fill out and submit various reports related to case progress and client interactions.- Ensure all reports are accurate and submitted within the required timelines.-Client Interaction:- Gather detailed information from clients, ensuring all necessary data is collected for case management.- Display empathy and patience while interacting with clients, understanding their needs and concerns.- File Organization:- Organize and maintain files in Dropbox, ensuring all documents are correctly labeled and easily accessible.- Perform regular audits of the file system to ensure compliance with organizational policies.

REQUIRED SKILLS

Office administration, management, Written communication, Typing and note taking, Email correspondence, Customer service, Answering telephones and call management

REQUIRED EDUCATION

High, secondary school