Location (Onsite): Mérida, Yucatán, México

Schedule: Monday to Friday | 8:00 AM - 5:00 PM EST

About the Role

As a Legal Assistant in the Client Satisfaction Department, you will serve as a key point of contact for clients, ensuring they feel supported, informed, and valued throughout their case journey. You will work closely with attorneys, legal staff, and internal teams to resolve concerns, improve client satisfaction, and strengthen long-term client relationships.

Key Responsibilities

Client Relationship Management

- Serve as a primary point of contact for clients through phone, email, text messaging, and other communication channels.
- Build and maintain positive relationships with clients by delivering outstanding service and support.
- Conduct proactive client outreach, including courtesy calls, status updates, and follow-up communications.
- Ensure clients remain informed about their case progress and understand next steps throughout the process.
- Address client inquiries promptly, professionally, and empathetically.

Customer Service & Issue Resolution
- Handle a high volume of client interactions while maintaining professionalism and accuracy.
- Investigate and resolve client concerns, complaints, and service-related issues.
- Identify the root cause of concerns and coordinate appropriate solutions with internal teams.
- Manage escalated situations effectively while maintaining a client-first approach.




- Support client retention efforts by addressing dissatisfaction and helping restore confidence in the firm's services.

Case & Administrative Support
- Accurately document client communications, updates, and follow-up activities within internal systems.
- Maintain detailed records of client interactions and case-related information.
- Assist with medical records requests and treatment status follow-ups when needed.
- Support department initiatives related to client satisfaction, case management, and process improvement.
- Ensure all tasks, notes, and activities are completed accurately and within established deadlines.

Required Qualifications

- Advanced English proficiency (C1 level or higher) with excellent verbal and written communication skills.
- Minimum 2 years of experience in bilingual customer service, customer support, call center operations, client success, customer experience, or related fields.
- Strong ability to communicate professionally and confidently with diverse clients.
- Exceptional problem-solving and conflict-resolution skills.
- Ability to handle sensitive conversations with empathy and professionalism.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Excellent attention to detail and documentation accuracy.
- Comfortable working with technology, CRM platforms, and case management systems.
- Ability to work independently while collaborating effectively within a team environment.
- Availability to work onsite Monday through Friday from 8:00 AM to 5:00 PM EST.

📌 Legal Assistant (Mérida)
🏢 Solvo Global Careers
📍 Mérida