Customer Service Officer Document Chasing

Tiger Global Business Services; Muntinlupa; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

HMO coverage from Day 1

Paid vacation and sick leave from Day

Regular UK business hours (no shifting

Opportunities to work with国际 clients

Supportive and growth-oriented work环境

Job summary

Tiger Global is a PH-based outsourcing company supporting a UK-based legal and operations team. We are hiring a Customer Service / Legal Documents Chasing Officer to proactively follow up on outstanding documents and ensure cases progress smoothly.

You will link clients, the call centre, admin teams and solicitors, handling follow-ups, onboarding calls, and record-keeping in the CRM. You should be confident speaking with clients, highly organized, and comfortable in a process-driven environment.

Qualifications

• 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.

Responsibilities

• Act as a primary 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.
• Explain document requirements, acceptable formats, and submission timelines.
• Monitor case files to identify missing or outstanding documents.
• Record detailed call notes and outcomes in the CRM system.
• Support onboarding calls and verify client details.

Skills

Customer service

Document chasing

Organizational skills

Multitasking

CRM proficiency

Tools

CRM software

Email clients

Job description

Job Description

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 elevate them when required.
• Recommend next actions such as final follow-up, escalation, or closure.

Job Qualifications

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

Reporting Line

You will be reporting to the Spain-Based Call Center Manager.

Career Progression

After 12 months of service, you may apply for more senior roles across Tiger Global client accounts.