Job Description
Join our LM Connect team as a Client Experience Associate — the first point of contact for clients seeking assistance. You’ll help assess client needs, guide them through structured conversations, and ensure interactions are handled with empathy, professionalism, and accuracy. This role is ideal for candidates with a background in psychology or related fields who thrive in non-clinical, service-focused environments.
Responsibilities:
Conduct structured intake via phone, SMS, or email
Actively listen and identify client needs
Ask guided questions to determine eligibility and next steps
Document details clearly and accurately in internal tools
Route or escalate based on workflows
Maintain confidentiality and professionalism in all interactions
Meet accuracy, quality, and responsiveness standards
Collaborate in quality reviews and process improvements
Participate in coaching and performance feedback sessions
Follow workflows to deliver timely, helpful service
Bachelor’s in Psychology, Social Work, or related field (preferred)
At least 2 years of academic or work background in Psychology, Behavioral Science, or a related field
Minimum of 3 years experience in a BPO setting, with a focus on inbound B2C interactions
Strong verbal and written English communication skills
Empathy and ability to manage sensitive or emotional conversations
Detail-oriented with good documentation and organizational skills
Ability to follow processes and apply sound judgment
Reliable internet connection and quiet workspace
Available for US-aligned shifts
We’re looking for someone who is:
- Proactive, adaptable, and flexible
- Highly professional
- Willing to go the extra mile to achieve desired outcomes
- With strong collaboration and communication skills to work effectively with cross-functional team
- With strong problem-solving skills
- Committed to continuous improvements and willing to experiment with new approaches and techniques to work processes
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!
