Bilingual Client Engagement Specialist | Remoto

Bilingual Client Engagement Specialist

Are you passionate about consultative sales and enjoy building trustful relationships that make a real impact in people's lives? At Human to Human Hub we are looking for a Bilingual Client Engagement Specialist with excellent commercial skills, effective communication and customer orientation to join our team and contribute to the growth of the firm.

The main objective of this role is to provide consultative and personalized attention to potential clients, understanding their needs and guiding them towards the most appropriate legal solutions in the field of immigration. We are looking for someone who combines empathy, communication skills and focus on results to generate trustful relationships, facilitate the conversion of commercial opportunities and ensure an exceptional experience throughout the entire process.

1. Management Of Inquiries And Commercial Advice

• Conduct telephone and video call consultations with previously qualified prospects, identifying their needs, objectives and immigration situation.
• Listen actively to each client to understand their context and provide clear, professional and empathetic initial guidance.
• Present the firm's services in a consultative manner, highlighting the alternatives that best fit the client's needs.
• Explain fees, contracting processes and scope of services with transparency, professionalism and security.

2. Commercial Management And Opportunity Follow-Up

• Manage the attention cycle of prospects from the first contact to the decision-making, promoting a positive experience throughout the process.
• Provide timely follow-up to potential clients who have not yet formalized the contract, strengthening the commercial relationship and resolving concerns.
• Contribute to the achievement of commercial objectives by effectively converting opportunities into clients.
• Maintain a results-oriented focus, ensuring ethical, consultative and client-centered attention.

3. Information Management And CRM Administration

• Record all information from consultations, communications and follow-ups accurately and promptly in the CRM system.
• Keep potential client records updated, ensuring the integrity, traceability and availability of the information.
• Document agreements, observations and opportunities identified during the commercial process to facilitate the continuity of service.

4. Internal Coordination And Communication

• Coordinate the transfer of clients to the legal team once the contract is formalized, ensuring an organized and efficient transition.
• Maintain permanent communication with lawyers and other areas involved to ensure the correct continuity of the attention process.
• Collaborate with the team in resolving concerns and in the continuous improvement of customer service processes.

5. Service Quality And Professional Development

• Follow up with clients to verify their level of satisfaction and identify opportunities to strengthen the commercial relationship.
• Participate actively in training programs, simulation sessions, commercial feedback processes and continuous improvement.
• Comply with internal policies, quality standards and ethical guidelines established by the organization, promoting a service experience based on trust, empathy and professionalism.

- Emotional Intelligence And Empathy:

• Ability to understand clients' needs, concerns and expectations, generating trust from the first contact through close and professional communication.
• Skill to manage sensitive conversations with emotional balance, transmitting security, respect and guidance during the decision-making process.

- Persuasive And Consultative Communication:

• Ability to present services in a clear, structured and client-oriented manner, facilitating informed decisions without resorting to aggressive sales techniques.
• Excellent oral and written expression, with the ability to listen actively, formulate strategic questions and communicate information effectively in bilingual environments.

- Customer Orientation And Service Quality:

• Strong vocation of service, focused on providing a positive, personalized and professional experience…