Vacancy – Client Services Coordinator

Job description

Job Title: Client Services Coordinator
Location: Sandton, Johannesburg
Firm: Martin Vermaak Attorneys – Family Law Specialists
Type: Full-Time | On-Site
Start Date: Early 2026

About the Role

This is a front line, high responsibility role as the first voice and first impression of the firm.
The core purpose of the role is to handle every enquiry professionally, convert qualified enquiries into paid consultations, and protect the client experience from first contact to post consult follow up.
You will work closely with our attorneys, executive assistants and practice manager and will be expected to work accurately, calmly and quickly.
Success in this role will be measured by accurate data capture on the CRM, response and turnaround times, and the percentage of qualified enquiries converted into paid consultations.

Job description

Job Title: Client Services Coordinator
Location: Sandton, Johannesburg
Firm: Martin Vermaak Attorneys – Family Law Specialists
Type: Full-Time | On-Site
Start Date: Early 2026

About the Role

This is a front line, high responsibility role as the first voice and first impression of the firm.
The core purpose of the role is to handle every enquiry professionally, convert qualified enquiries into paid consultations, and protect the client experience from first contact to post consult follow up.
You will work closely with our attorneys, executive assistants and practice manager and will be expected to work accurately, calmly and quickly.
Success in this role will be measured by accurate data capture on the CRM, response and turnaround times, and the percentage of qualified enquiries converted into paid consultations.

Role Requirements and Expectations

Minumum Requirements

We require a completed call centre qualification at NQF Level 4 or higher from a recognised provider such as INTEC, Damelin or Boston. Short three to five day courses or purely theoretical modules will not meet this requirement.
You must have at least one year of hands on call centre experience in a professional, high volume environment. This must include exposure to sales or conversion focused work, not only basic information or switchboard duties.
You must be confident and clear on the phone and able to write professional, accurate emails. You must be comfortable using a CRM system, Outlook or a similar calendar system and the Microsoft Office suite.
Attention to detail is critical; client names, times, dates and contact details must be captured correctly every time. A completed Matric and excellent spoken and written English are required.

The following will be an advantage, but are not compulsory: previous experience in a law firm, medical practice or other professional services environment.

Key responsibilities

You will answer and screen incoming calls in a professional manner, ensuring that all transfers are properly announced and never blind transferred.
You will manage bookings for client consultations in our CRM, co ordinate attorney and executive assistant availability and ensure that the correct boardroom is booked for each matter.
You will prepare and send accurate confirmation emails that include the date, time, venue, name of the attorney and maps or directions where applicable.
You will send reminders by email and telephone before every booked consultation. You will contact clients who postpone or cancel, update the CRM immediately and flag any risks or patterns to the practice manager.
You will complete post consultation follow up calls within twenty four to forty eight hours of each consult, record the outcome on the CRM and escalate any red flags or complaints at once.
You will also make courtesy calls to active clients on a rotational basis, as directed by the practice manager, to support client service and retention. Throughout, you are expected to uphold client dignity and the firm’s reputation in every interaction.

What we offer

You will work in a professional, structured environment where excellent client service is non negotiable.
You will receive clear onboarding, scripts and checklists, as well as direct support from the practice manager, attorneys and executive assistants.
Performance expectations are clear and you will receive regular feedback and coaching.
You will build strong, transferable skills in client communication, consult conversion and CRM management, with clear standards, regular feedback and close support from the practice manager and attorneys.

Who Will Thrive In This Role

The person who will thrive here is naturally organised, direct but professional on the phone, and able to manage many parallel tasks without losing detail.
Comfort with clear daily and weekly targets is essential, as performance will be measured on accuracy, response times and consult conversion rates.
The role calls for someone ethical and reliable who is willing to work extended hours when required during busy trial periods.
It also suits a person who enjoys structure, feedback and coaching, is prepared to own mistakes and fix them quickly, and is open to continuous learning and close collaboration with the rest of the team.

To Apply

Email your CV and a short motivation to pgodwin@martinvermaak.co.za and candidateattorney3@martinvermaak.co.za with the subject line: Application – Client Services Coordinator.

In your motivation, briefly confirm your call centre qualification, your years of call centre experience and why you believe you are suited to a high volume, detail driven client service role in a specialist law firm.

Give Us A Call

Book a Consultation

Start a Live Chat