Customer Service Officer - Document Chasing

About Tiger Global:  

Tiger Global is a PH-based outsourcing organization providing staff and services to businesses in the UK. We specialize in connecting skilled Filipino professionals with UK-based companies across various sectors, ensuring a supportive and growth-oriented work environment. 

About the Client:  

This role supports a UK-based legal and operations team handling client cases that require timely collection and verification of legal documents. The client operates in a regulated environment and places a strong emphasis on customer experience, accuracy, and case progression. 

About the Role:  

We are looking for a  Customer Service / Legal Documents Chasing Officer  to provide high-quality client support by proactively following up on outstanding legal documentation and ensuring cases move forward without unnecessary delays. 

You will act as a key link between clients, the call centre, admin teams, and solicitors—handling follow-ups, onboarding calls, and document verification while maintaining accurate records in the CRM and case management systems. 

If you are confident speaking with clients, highly organized, and comfortable working in a process-driven environment, this role would be a great fit. 

What You’ll Do:  

Customer Service & Communication  

• Act as a primary point of contact for clients, admin teams, and the call centre regarding outstanding documentation. 

• Proactively follow up with clients for required documents via phone, email, and approved communication channels. 

• Clearly explain document requirements, acceptable formats, and submission timelines. 

• Provide accurate and timely updates on case progress. 

• Handle client queries and concerns professionally and calmly. 

Document Management  

• Monitor case files to identify missing or outstanding documents. 

• Follow up on document requests to ensure timely completion. 

• Review submitted documents for completeness and flag discrepancies. 

• Upload, log, and maintain documents accurately within internal systems. 

Onboarding & Verification  

• Conduct onboarding / hotkey calls between clients and solicitors. 

• Verify client details accurately and confirm understanding of next steps. 

• Record detailed call notes and outcomes in the CRM system. 

Case Progression & Administration  

• Support efficient case progression by minimizing delays caused by missing documentation. 

• Maintain detailed records of correspondence and actions taken. 

• Escalate persistent issues or delays to senior team members when necessary. 

•Provide administrative support to wider legal or operations teams as required. 

Compliance & Quality  

• Adhere to company policies, data protection laws, and compliance standards. 

• Maintain strict confidentiality when handling sensitive client information. 

• Follow quality control procedures to ensure accuracy and consistency. 

Follow-ups & Escalation  

• Perform regular follow-ups to ensure cases move forward smoothly. 

• Identify unresponsive cases and escalate when required. 

• Recommend next actions such as final follow-up, escalation, or closure. 

What We’re Looking For:  

Essential  

•  Strong customer service and communication skills (verbal and written English). 

• Experience chasing information or documents in a professional setting. 

• Excellent organizational skills and attention to detail. 

• Ability to manage multiple cases and priorities simultaneously. 

• Confident using IT systems, email, and CRM or case management tools. 

• Amenable to an onsite or hybrid work setup in Alabang.

Desirable  

•  Experience in a legal, conveyancing, or financial services environment. 

• Familiarity with solicitors’ processes and legal documentation. 

• Experience working in structured, performance-driven environments. 

Benefits:  

•  HMO coverage from Day 1 

• Paid vacation and sick leave from Day 1 

• Regular UK business hours (no shifting schedules) 

• Opportunities to work with international clients 

• Supportive and growth-oriented work environment