As a Customer Experience Specialist - Email/Chat, you will be part of the Customer Experience team, playing a critical role in ensuring our users receive timely, empathetic, and effective support. Your work directly contributes to customer satisfaction, retention, and the overall reputation of LegalMatch. This role goes beyond answering inquiries—you will build trust, solve problems, and create meaningful customer relationships.
Responsibilities:
- Respond promptly and effectively to customer inquiries via email and chat.
- Troubleshoot and resolve issues related to the platform, services, and products.
- Understand customer needs (both practical and emotional) and respond with empathy.
- Track, document, and follow up on customer requests to ensure resolution.
- Escalate complex concerns to the appropriate teams when needed.
- Maintain accurate records of customer interactions.
- Collaborate with internal teams to improve support processes.
- Identify recurring issues and recommend improvements.
- Ensure a positive and consistent customer experience.
- Uphold service quality standards and response time expectations.
Requirements
- Proven experience in customer support (email/chat preferred).
- Excellent written communication skills with strong attention to detail.
- Strong problem-solving and critical thinking skills.
- Ability to manage time, prioritize tasks, and multitask effectively.
- Experience using customer service tools and platforms.
- High emotional intelligence, patience, and adaptability.
Traits & Attitude
- Be proactive and focused on results.
- Solve complex problems, even under pressure.
- Have a “can-do” attitude to resolve issues efficiently.
- Pursue continuous improvement in processes and systems.
- Work well with teams and communicate effectively.
At LegalMatch Philippines, we offer a dynamic and innovative environment where you can grow and make a real impact in legal tech. Join our team, collaborate with passionate individuals, and take the next step in your career. Apply today!
