Customer Service Specialist for law firms

Company Description Ocean Clicks Outsourcing Pvt. Ltd. provides offshore support to legal, credit, and operations teams, with a strong focus on U.S.-based law firms and consumer rights practices. Founded in 2011 and headquartered in Miami, Florida, the company works closely with attorneys, solo practitioners, and small to mid-sized firms on FDCPA and FCRA workflows, legal documentation, virtual legal assistance, and back-office case operations. Teams operate as an extension of in-house staff, following structured processes and firm-aligned compliance standards. In addition to legal and credit operations, Ocean Clicks offers business process outsourcing services such as virtual assistance, client intake support, administrative coordination, and operational support. Its delivery model emphasizes documented SOPs, compliance-aware workflows, and reliable offshore teams aligned with U.S. time zones and expectations.
Role Description This is a full-time, on-site Customer Service Specialist role based in Ahmedabad, supporting U.S.-focused law firms and consumer rights practices. The Customer Service Specialist will handle inbound and outbound client communications, respond to queries, and ensure professional phone and email interactions in line with firm procedures and compliance guidelines. Daily responsibilities include documenting client interactions, updating case-related information, coordinating with legal and operations teams, and following structured processes and scripts where required. The role also involves supporting client intake, clarifying case-related details, maintaining high levels of customer satisfaction, and escalating issues to supervisors or legal staff when necessary. The specialist will work aligned with U.S. time zones, contributing to a consistent and reliable client experience.
Qualifications
Strong customer-facing skills, including Customer Support and Customer Service, with a focus on professionalism and reliability.
Ability to maintain and improve Customer Satisfaction and Customer Experience through clear communication and problem-solving.
Excellent Phone Etiquette and call-handling skills, including listening, empathy, and concise information delivery.
Effective written and verbal communication skills in English; comfort with email and chat-based client interactions.
Prior experience in customer service, BPO, or working with international clients; legal or financial services exposure is an advantage.
Strong attention to detail, documentation accuracy, and adherence to structured processes and compliance guidelines.
Ability to work full time in an on-site environment in Ahmedabad, including alignment with U.S. time zones as required.
Proficiency with basic computer applications and CRM or ticketing tools; willingness to learn firm-specific systems.
Minimum of a high school diploma; a bachelor’s degree in any discipline is preferred.

Work arrangement
No