Client Relations Executive

Job Overview

The Client Relations Executive is often the first human voice a frightened family hears when they call Bailjini. You will manage all inbound client enquiries, coordinate advocate assignments, and support clients through the stress of a criminal legal matter with professionalism, empathy, and absolute calm. This is not a call centre role — it is a human-facing role that requires genuine emotional intelligence and the ability to make people feel supported when they are at their most vulnerable.

Key Responsibilities

• Answer all incoming calls, WhatsApp messages, and website enquiries promptly and professionally — 24/7 roster coverage required
• Conduct initial intake: gather matter details, assess urgency, and classify the enquiry correctly
• Coordinate advocate assignments for police station visits, bail hearings, and legal consultations
• Maintain real-time case status updates and proactively communicate progress to clients and their families
• Follow up with clients after bail hearings, police station visits, and consultations to ensure satisfaction
• Manage the client onboarding process: documentation collection, fee explanation, engagement confirmation
• Escalate urgent matters to the Head of Legal Operations and panel advocates without delay
• Maintain records of all client interactions in the CRM system
• Collect client feedback and flag patterns for service improvement

What We Are Looking For

• Excellent spoken and written communication in Hindi, English, and Marathi — all three are used daily
• Genuine empathy and the ability to remain calm and reassuring in high-stress situations
• Strong organisational skills and the ability to manage multiple ongoing matters simultaneously
• 1–3 years of experience in client-facing roles — legal, hospitality, healthcare, or similar high-care environments preferred
• Ability to work in shifts including early mornings, evenings, and weekends as part of a 24/7 roster
• Absolute discretion with sensitive client information
• Basic familiarity with CRM tools or case management software is a plus

Nice to Have

• Prior experience in a legal services or legal tech environment
• Knowledge of criminal law terminology and the basic bail process
• Spoken Tamil, Telugu, Kannada, or Bengali for handling clients from other states