About the job
Customer Relationship Manager (CRM) & Operations Executive – Family Law
Organization:* BNN Family Law Firm
*Location:* Bengaluru
*Employment Type:* Full-time, shift-based role
*Monthly Salary:* ₹30,000–₹50,000, depending on experience and suitability
*Additional Compensation:* Performance-based monthly incentives
About the Role
BNN Family Law Firm is seeking a professional, organized, and service-oriented Client Experience Executive to manage client communications, appointments, payments, client check-in and check-out, and day-to-day office administration.
The person in this role will be one of the first and last points of contact for clients. They must ensure that every client receives a respectful, confidential, organized, and professional experience from the time they contact or enter the office until they leave.
This is a target-oriented role. In addition to the fixed monthly salary, the employee may earn performance incentives based on achieving defined targets, including appearance-fee collection, client follow-up, client feedback, Google review requests, and the overall quality of client service.
Key Responsibilities
Client Relationship Management
Serve as the primary point of contact for clients throughout their legal journey.
Build long-term relationships based on trust, professionalism, and transparency.
Provide timely, accurate, and consistent case updates.
Respond to client queries promptly and professionally.
Handle emotionally sensitive conversations with maturity, empathy, and discretion.
Ensure every client receives a seamless and reassuring experience.
Answer calls from new and returning clients professionally.
Collect the required preliminary information from new clients.
Schedule, confirm, reschedule, and cancel appointments.
Communicate appointment details to clients, advocates, and relevant team members.
Follow up on missed calls, pending inquiries, and appointment confirmations.
Maintain accurate records of client calls and follow-up actions.
Ensure that genuine client inquiries are not overlooked or left unanswered.
Case Coordination
Coordinate closely with advocates regarding hearings, documentation, and case progress.
Maintain accurate case records, daily case diaries, and status trackers.
Ensure clients receive updates after every significant development.
Monitor pending actions and proactively follow up with clients and internal teams.
Identify potential delays and resolve them before they impact case timelines.
Operations & Administration
Support the day-to-day operational functioning of the firm.
Maintain organized physical and digital documentation.
Monitor internal workflows and ensure timely completion of assigned tasks.
Coordinate with different departments to improve operational efficiency.
Assist in implementing and maintaining process improvements and standard operating procedures (SOPs).
Ensure strict adherence to confidentiality and professional standards.
Profile
We are looking for someone who demonstrates:
Excellent verbal and written communication skills in Kannada and English (Mandatory).
Outstanding interpersonal and relationship management abilities.
Emotional maturity and the ability to remain calm under pressure.
Strong organizational and multitasking skills.
High attention to detail and accuracy.
A proactive approach with a strong sense of ownership and accountability.
Excellent problem-solving and decision-making skills.
Professionalism, integrity, and discretion in handling confidential information.
The ability to work independently while collaborating effectively with the legal team.
Preferred Qualifications
Any Bachelor's Degree from a recognized university.
2–5 years of experience in Customer Relationship Management, Client Success, Operations, Administration, or a customer-facing role.
Experience in a law firm or legal services environment will be an added advantage, but is not mandatory.
Fresh perspectives with strong communication skills, leadership potential, and a willingness to learn are encouraged to apply
Pay: ₹35,000.00 - ₹50,000.00 per month
Benefits:
Work Location: Remote
