Client Services Executive

Summary of The Role The Client Service Executive plays a key role in coordinating and managing client cases from initiation through to completion. This position is responsible for supporting clients and independent professionals throughout the case lifecycle, ensuring all documentation, communications, appointments, and deadlines are managed efficiently and accurately. The role requires strong organizational skills, excellent attention to detail, and the ability to manage multiple cases simultaneously. Working closely with clients, external professionals, and internal teams, the Case Management Executive will ensure a high standard of customer service while maintaining accurate records and supporting the timely progression of all cases. Role Responsibilities

• Acting as the primary point of contact for clients and external professionals throughout the lifecycle of assigned cases.
• Managing all communication via phone, email, and internal systems to ensure smooth case progression.
• Coordinating appointments, assessments, meetings, and diary schedules with relevant stakeholders.
• Collecting, reviewing, and distributing case documentation to ensure all required information is received within agreed timelines.
• Monitoring case progress and proactively following up on outstanding actions to ensure deadlines are achieved.
• Maintaining accurate and up-to-date case records, notes, actions, and key milestones within internal systems.
• Providing regular updates to clients regarding the status and progress of ongoing cases.
• Liaising with internal departments to ensure all case-related information is communicated effectively.
• Managing reminders, follow-ups, and administrative activities to support efficient case handling.
• Supporting quality assurance processes by ensuring case information is accurate, complete, and compliant with company procedures.
• Resolving case-related queries and escalating issues where necessary.
• Assisting with reporting requirements and maintaining case management trackers.
• Supporting invoice-related queries and coordinating with relevant teams where required.
• Building positive working relationships with clients, stakeholders, and service providers.
• Supporting continuous improvement initiatives to enhance service delivery and operational efficiency.

Essential Skills, Knowledge & Experience

• Previous experience in administration, operations, customer service, case management, or coordination roles.
• Strong organisational and time management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks, priorities, and deadlines simultaneously.
• Strong attention to detail and accuracy.
• Experience working with databases, CRM systems, or case management systems.
• Proficiency in Microsoft Office applications, particularly Outlook, Word, and Excel.
• Strong problem-solving and stakeholder management skills.
• Ability to work independently while contributing effectively within a team environment.

Personal Attributes 

• Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team.
• Data driven, highly organized, and detailed oriented.
• Able to deliver as efficiently as possible without compromising quality or the customer experience.
• First class communicator with an ability to engage sales teams, operational teams and customer stakeholders up to a senior level with confidence.
• Efficient in approach, developing optimized and simple working methods and processes with a keen eye for detail.
• Continually improving, caring about quality, and delivering customer value.

Work Environment 

• General Work Hours: 1.30PM – 10.30PM (WFH) Sri Lanka Time – 45hrs/week.
• Location: Remote WFH + Occasional Meets at our Colombo 5 office – Sri Lanka.
• Benefits: Paid leave, career upskilling opportunities, eLearning courses.