Company Description IntelliBPO is a relationship-focused business process outsourcing partner that prioritizes understanding and supporting each client’s unique needs. The company tailors its services rather than using a one-size-fits-all approach, working closely with clients to identify operational requirements and pressure points.

IntelliBPO provides customer care, digital customer experience, and technology solutions designed to deliver personalised, responsive, and dependable service. As an extension of the businesses it supports, IntelliBPO combines people, systems, and operational discipline to create aligned and thoughtful service environments. Through outsourced, co-sourced, and hybrid models, the company aims to deliver work that is well run, clearly understood, and aligned with client standards and expectations.

Role Description The Client Service Agent for a law firm – BPO at IntelliBPO is an on-site role based in the Johannesburg Metropolitan Area. In this position, the agent will handle inbound and outbound client interactions, respond to inquiries about legal services, and ensure accurate information gathering and documentation for the law firm.

Daily tasks include managing client communication channels, updating case-related records, coordinating with legal teams to relay messages and next steps, and maintaining a professional and empathetic approach during all client engagements. The agent will monitor service levels, follow established procedures and compliance guidelines, support billing or basic finance-related queries as required, and contribute to continuous improvement of client service processes.

Qualifications

• Demonstrated strength in Client Services and Customer Service, with a focus on building trust and maintaining high service standards.
• Excellent Communication skills, including clear verbal and written communication and active listening abilities.
• Experience supporting Customer Satisfaction initiatives, such as handling feedback, resolving concerns, and promoting positive client experiences.
• Basic understanding of Finance in a service environment, including handling billing questions and processing relevant client information accurately.
• Prior experience in a BPO, call center, or professional services environment; exposure to legal or law firm operations is an advantage.
• Strong attention to detail, ability to follow structured processes, and capacity to work effectively in a fast-paced on-site setting.
• Proficiency with office software and customer relationship management (CRM) tools, and comfort with learning new systems.
• Relevant post-school qualification or equivalent work experience in client service or administrative support.