Customer Service Specialist

Location: Vasant Vihar, Delhi Department: Operations / Legal Reporting To: Head of Operations / Legal Department Compensation: Competitive, based on skills & experienceI. 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 needsIII. Key Responsibilities1. 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 conversations2. Information Management • Document all updates, commitments, and communication details in the CMS/CRM • Maintain a precise and auditable record of all case activity3. 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 stakeholders5. Compliance & Confidentiality • Follow internal protocols when handling sensitive legal information • Ensure strict confidentiality at all times6. Reporting • Prepare daily and weekly reports on follow-up activities • Identify bottlenecks and escalate urgent issues to managementIV. Required Professional Competencies1. 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 Excel3. Communication Skills • Excellent telephone etiquette • Strong listening and clarity in communication • Ability to explain complex updates clearly and professionally4. Organizational Skills • Ability to manage a high volume of follow-ups • Strong prioritization skills • Accuracy and attention to detailV. Education & QualificationsRequired • Bachelor’s degree from a recognized institutionPreferred • Familiarity with legal terminology and legal operational workflowsSignificant Advantage • Law Degree (LL.B. or equivalent)

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