Customer Service Assistant – Legal Client Service Team

About the role

KP Law is seeking a Customer Service Assistant to join its Client Service Team (CST). In this legal assistant position you will be the first point of contact for clients, handling inquiries across phone, email, website and social media, and ensuring a smooth, positive experience throughout the case lifecycle.

Key responsibilities

• Answer inbound client queries primarily by telephone, with additional support 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 and escalate when necessary.
• Maintain and update client records, notes and communication logs in the relevant systems.
• Collaborate closely with operational and legal teams to ensure seamless communication and client satisfaction.
• Participate in team meetings and contribute ideas for 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, CRM or client database systems (nice to have).

Required skills

• Client‑centric mindset with the ability to understand diverse client needs.
• Exceptional verbal and written communication abilities.
• Calm and patient under pressure, capable of handling sensitive situations appropriately.
• Highly organised with strong attention to detail.