Client Experience Full-Time

Client Relations Executive

Mumbai Experience: 1–3 years CTC: ₹4–6 LPA

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