Customer Service Specialist

Location: Vasant Vihar, Delhi

Department: Operations / Legal

Reporting To: Head of Operations / Legal Department

Compensation: Competitive, based on skills & experience

I. Position Overview

The Legal Follow-Up & Coordination Specialist is responsible for maintaining timely communication with external legal counsel, ensuring accurate documentation of all case-related updates, and coordinating critical information across internal teams. This role requires strong communication skills, excellent organizational ability, and strict adherence to confidentiality standards.

II. Work Schedule

• Working Hours: 10:00 AM – 7:00 PM (9-hour shift)  

• Work Days: 5.5-day workweek  

• Saturday Schedule:  

 - Alternate Saturdays off  

 - Flexibility required — candidate may be required to report on off-Saturdays as per business needs

III. Key Responsibilities

1. Strategic Communication

• Conduct proactive outbound calls to external legal counsel and law firms  

• Obtain comprehensive updates and track progress on all pending legal matters  

• Ensure structured, professional, and outcome-driven conversations  

2. Information Management

• Document all updates, commitments, and communication details in the CMS/CRM  

• Maintain a precise and auditable record of all case activity  

3. Data Reporting (MS Excel)

• Update tracking logs and maintain follow-up sheets  

• Perform data entry and generate simple analytical reports  

• Use basic Excel functions (sorting, filtering, and tables)

4. Internal Coordination

• Act as the primary liaison between external counsel and internal departments  

• Communicate key developments, deadlines, and issues to stakeholders  

5. Compliance & Confidentiality

• Follow internal protocols when handling sensitive legal information  

• Ensure strict confidentiality at all times  

6. Reporting

• Prepare daily and weekly reports on follow-up activities  

• Identify bottlenecks and escalate urgent issues to management  

IV. Required Professional Competencies

1. Linguistic Proficiency (Mandatory)

• Strong fluency in English and Hindi (written and verbal)

2. Technical Skills (Mandatory)

• Proficiency in MS Office  

• Basic working knowledge of MS Excel  

3. Communication Skills

• Excellent telephone etiquette  

• Strong listening and clarity in communication  

• Ability to explain complex updates clearly and professionally  

4. Organizational Skills

• Ability to manage a high volume of follow-ups  

• Strong prioritization skills  

• Accuracy and attention to detail  

V. Education & Qualifications

Required  

• Bachelor’s degree from a recognized institution  

Preferred  

• Familiarity with legal terminology and legal operational workflows  

Significant Advantage  

• Law Degree (LL.B. or equivalent)