Overview
Legal Client Service Agent – BPO Jobs in Johannesburg Metropolitan Area at IntelliBPO
Title: Legal Client Service Agent – BPO
Company: IntelliBPO
Location: Johannesburg Metropolitan Area
Company Description IntelliBPO is a relationship-focused business process outsourcing partner that prioritizes understanding each client’s operations, needs, and pressure points. The company designs tailored outsourcing solutions rather than applying one-size-fits-all approaches, ensuring services are personalized and responsive. IntelliBPO supports clients with customer care, digital customer experience, and technology solutions, aiming to create dependable service environments. As an extension of the businesses it supports, IntelliBPO aligns people, systems, and operations to deliver work that is well run and built around client standards. The company works through outsourced, co-sourced, and hybrid models, all centered on long-term partnership and high-quality delivery.
Role Description The Legal Client Service Agent – BPO role is an on-site position based in the Johannesburg Metropolitan Area. In this role, the agent will handle inbound and outbound client communications related to legal matters, respond to queries, and ensure accurate information is provided in line with client policies and regulatory requirements. The agent will manage case-related documentation, update client records, and coordinate with internal teams to resolve issues promptly and professionally. Daily responsibilities include monitoring service queues, escalating complex legal or financial inquiries to appropriate specialists, and tracking service levels to meet agreed performance standards. The agent will also contribute to continuous improvement by identifying recurring issues, suggesting process enhancements, and supporting training and knowledge-sharing within the team.
Qualifications
- Strong Client Services and Customer Service skills, with a focus on building trust and maintaining high client satisfaction.
- Effective Communication abilities, including clear written and verbal communication in a professional, legal-focused environment.
- Experience promoting Customer Satisfaction through responsive service, problem-solving, and proactive follow-up.
- Basic understanding of Finance and financial concepts relevant to legal and BPO contexts, with the ability to interpret and relay information accurately.
- Prior experience in a legal, paralegal, call center, or BPO setting is beneficial.
- Strong attention to detail, ability to work with confidential information, and adherence to compliance and data protection standards.
- Proficiency with office software and CRM or case management systems.
- Relevant certificate or diploma in law, business, or a related field preferred, or equivalent practical experience.
