Client Service & Support Associate

Responsibilities:

• Receive, screen, and direct incoming telephone calls.
• Receive and respond promptly to client emails and enquiries.
• Schedule consultations, meetings, and appointments for lawyers.
• Coordinate meeting arrangements and ensure clients are attended to promptly.
• Maintain a warm, courteous, and professional client experience at all times.
• Serve as the primary point of contact for routine client communications.
• Make outgoing calls to clients regarding appointments, documentation, payments, and ongoing matters.
• Follow up with prospective and existing clients to ensure timely progression of matters.
• Send proposals, engagement letters, reports, invoices, reminders, and other client communications as directed.
• Keep clients informed by providing regular updates and responding promptly to enquiries.
• Escalate client concerns or urgent matters to the appropriate lawyer where necessary.
• Build strong client relationships through proactive communication and excellent service
• Coordinate client onboarding processes.
• Create, organise, and maintain accurate physical and electronic client records.
• Ensure all client information and documentation are properly filed and updated.
• Maintain confidentiality of client information at all times.
• Track outstanding client documentation and follow up where necessary.
• Prepare client correspondence, reports, and routine administrative documents.
• Maintain client communication logs and activity records.
• Assist lawyers by coordinating client-related administrative tasks.
• Ensure all client emails, calls, and requests are acknowledged and attended to within agreed timelines.
• Generate periodic reports on client enquiries, onboarding, follow-ups, and service activities.

Requirements:

• Bachelor's Degree in Business Administration, Mass Communication, Secretarial Administration, Customer Service, Office Technology & Management, or any related discipline.
• Minimum of one (1) year's experience in a client service, customer support, front desk, relationship management, or administrative role within a law firm, consulting firm, financial institution, or other professional services organisation.
• Excellent written and spoken English.
• Proficiency in Microsoft Office Suite, Google Workspace, and other office productivity tools.
• Exceptional customer service and relationship management skills.
• Excellent verbal and written communication.
• Professional telephone etiquette.
• Strong organisational and time management skills.
• Ability to manage multiple client interactions simultaneously.
• Excellent attention to detail.
• High level of professionalism, discretion, and integrity.
• Strong follow-up and client relationship management skills.
• Ability to work independently and as part of a team.
• Tech-savvy with the ability to quickly learn new software.
• Ability to remain calm and professional in a fast-paced environment.

Benefits:

• Performance-based salary review.
• Professional development and training opportunities.
• Supportive and collaborative work environment.
• Opportunity for career growth within the firm.

Remuneration: NGN 200,000