CSR - Document Chasing (Onsite in Alabang)

Pay: ₱25,000.00 - ₱30,000.00 per month

Job description:

Work Schedule: UK Hours

PH Time

Mon – Thurs: 4:30 PM to 1:30 AM

Friday: 1:00 PM to 10:00 0 PM

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 after a month's service

• Paid vacation and sick leave from Day 1
• Regular UK business hours (no shifting schedules)
• HMO after a month of service
• 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.