Customer Service Officer - Document Chasing
Tiger Global Business Services Inc.
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
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