LegalMatch Philippines is hiring a Client Experience Associate to serve as the first point of contact for clients seeking assistance. You will assess client needs, guide them through structured conversations, and ensure interactions are handled with empathy, professionalism, and accuracy. This role is ideal for candidates with a background in psychology or related fields who thrive in non-clinical, service-focused environments.
What You'll Do
- Conduct structured client intake via phone, SMS, or email
- Actively listen and identify client needs
- Ask guided questions to determine eligibility and next steps
- Document details clearly and accurately in internal tools
- Route or escalate cases based on established workflows
- Maintain confidentiality and professionalism in all interactions
- Meet defined accuracy, quality, and responsiveness standards
- Collaborate in quality reviews and process improvement initiatives
- Participate in coaching and performance feedback sessions
- Follow workflows to deliver timely, helpful service
What We're Looking For
- At least 2 years of academic or work background in Psychology, Behavioral Science, or a related field
- Minimum of 3 years experience in a BPO setting, with a focus on inbound B2C interactions
- Strong verbal and written English communication skills
- Empathy and ability to manage sensitive or emotional conversations
- Detail-oriented with good documentation and organizational skills
- Ability to follow processes and apply sound judgment
- Reliable internet connection and quiet workspace
- Availability for US-aligned night shifts
Nice to Have
- Bachelor's degree in Psychology, Social Work, or a related field
Work Mode
This is a remote position requiring availability for US-aligned night shifts.
LegalMatch Philippines is an equal opportunity employer.
