About this role
The CCE will serve as the primary point of contact for internal and external stakeholders within the CLM Domestic Diversified back‑office unit. You will handle inquiries, troubleshoot problems, and ensure smooth processing of documentation and data flows. The role requires strong communication skills, attention to detail, and the ability to work collaboratively across departments to maintain high service standards.
- Respond to client and internal queries via phone, email, and chat in a timely manner.
- Log, track, and resolve service tickets using the company’s CRM system.
- Coordinate with the back‑office team to ensure accurate data entry and document processing.
- Escalate complex issues to senior management while providing clear status updates.
- Maintain up‑to‑date knowledge of CLM Domestic Diversified products and policies.
- Prepare daily and weekly performance reports for the back‑office department.
- Assist in onboarding new clients by guiding them through required documentation.
- Identify recurring problems and suggest process improvements.
- Support periodic audits by providing necessary records and explanations.
- Participate in team meetings and training sessions to enhance service quality.
- Minimum 2 years of experience in customer service or back‑office support.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM and ticketing tools (e.g., Zendesk, Salesforce).
- Strong organizational abilities and attention to detail.
- Ability to multitask and prioritize under pressure.
- Basic understanding of CLM (Contract Lifecycle Management) concepts.
- Computer literacy: MS Office Suite, especially Excel.
- Problem‑solving mindset with a customer‑first attitude.
- Team player who can collaborate across departments.
- Bachelor’s degree or equivalent work experience preferred.