Customer Service Assistant

About the role

KP Law is seeking a Customer Service Assistant (Legal Assistant) to join its Client Service Team. You will be the first point of contact for clients, handling enquiries across phone, email, website and social media, and ensuring a smooth, positive experience throughout the litigation process.

Key responsibilities

• Answer inbound client queries primarily by telephone, and also via email, website and social media.
• Provide timely and accurate updates on case status to clients.
• Act as the first point of resolution for client complaints, escalating when necessary.
• Record and maintain client information and communication notes in the relevant systems.
• Collaborate with operational and legal teams to ensure seamless communication and client satisfaction.
• Participate in team meetings and contribute to process improvements.

Required profile

• Previous experience in a customer service role.
• Experience delivering client service via telephone, email and social media.
• Familiarity with case management or CRM databases is a plus.
• Client‑centric mindset with strong verbal and written communication.
• Calm and patient under pressure, able to handle sensitive situations.
• Highly organised with strong attention to detail.

Required skills

• CRM systems
• Case management software