Customer Support Executive

Job Description: Customer Support Executive & Business Relationship Manager (Legal Firm)

Position Overview

We are seeking a dynamic and client-focused professional with experience in a legal firm to manage client interactions, ensure high-quality service delivery, and build long-term business relationships. The role combines responsibilities of customer support and business relationship management.

Key Responsibilities

Customer Support Executive Duties

• Act as the first point of contact for clients via calls, emails, and in-person interactions

• Handle client queries related to legal services, case status, documentation, and billing

• Coordinate with advocates and internal teams to provide timely updates

• Maintain client records, case files, and communication logs

• Ensure prompt resolution of client issues and escalate complex matters when required

• Assist clients in onboarding, documentation, and service processes

• Maintain high levels of client satisfaction and professionalism

Business Relationship Manager (BRM) Duties

• Build and maintain strong relationships with existing and potential clients

• Understand client legal needs and recommend appropriate services

• Develop strategies to retain clients and enhance client loyalty

• Identify opportunities for business growth and cross-selling legal services

• Coordinate with legal teams to ensure smooth service delivery

• Conduct client meetings, follow-ups, and feedback sessions

• Handle high-value clients and ensure premium service experience

Required Skills & Qualifications

• Bachelor’s degree in Law, Business Administration, or related field

• 2–6 years of experience in a legal firm (preferred)

• Strong communication and interpersonal skills

• Knowledge of legal terminology and processes (civil, criminal, corporate, etc.)

• Client handling and relationship management skills

• Problem-solving and conflict resolution abilities

• Proficiency in MS Office and CRM tools

Key Competencies

• Client-centric approach

• Excellent verbal and written communication

• Time management and multitasking

• Professionalism and confidentiality

• Negotiation and persuasion skills

Preferred Experience

• Experience handling legal clients or working with advocates

• Familiarity with court procedures and documentation

• Exposure to corporate/legal client management

Performance Metrics

• Client satisfaction and retention rate

• Query resolution time

• Client acquisition and upselling success

• Feedback and service quality scores

Work Environment

• Legal firm / law office setting

• Interaction with advocates, clients, and legal staff

• May require occasional client meetings and follow-ups

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 4 years of experience.