Job Summary: Deliver excellent service to internal and external clients, demonstrating proactivity, organization, and emotional balance, in alignment with the firm’s values and regulations. Key Highlights: 1. Excellent customer service 2. Focus on solutions and organization 3. Emotional balance and teamwork **JOB MISSION:** Provide excellent service to internal and external clients of Silva e Freitas Law Firm. **BEHAVIORAL COMPETENCIES:** Attendance and punctuality: Regularly attends and remains at the workplace, consistently adhering to established or agreed working hours; Contribution to workplace quality: Contributes to a healthy work environment by maintaining a positive and respectful attitude toward internal and external SILVA FREITAS clients; Team spirit: Works collaboratively and respectfully within teams; Flexibility and adaptability: Demonstrates ability to adapt and work effectively across diverse situations, with various people and groups; Continuous improvement: Recognizes mistakes made and treats them as learning and development opportunities, applying insights to enhance deliverables and outcomes; Readiness: Demonstrates willingness and promptness to respond to work demands; Professional confidentiality: Maintains confidentiality regarding SILVA FREITAS information and incidents; Diligence: Uses office materials, facilities, and equipment appropriately, contributing to resource conservation and responsible usage (e.g., water, electricity, machines, stationery, hygiene and cleaning supplies). **CULTURAL ALIGNMENT COMPETENCIES:** * Courteousness: Provides high-quality, polite, attentive, prompt, considerate, and kind service to internal and external clients; * Positive attitude: Cultivates an appreciative perspective and mindset. Extracts learning and developmental opportunities from all situations—especially challenging ones. Practices flexible thinking focused on opportunities and what truly matters, replacing complaints with solutions. Contributes to emotional lightness and well-being in the workplace; * Emotional balance: Remains calm in adverse situations without losing emotional composure. Demonstrates self-awareness, self-control, and self-motivation. Assimilates situations and reflects before acting. Exhibits professional maturity to manage unexpected situations, especially in tense or conflict-ridden environments. **JOB-SPECIFIC BEHAVIORAL COMPETENCIES:** * Oral and written communication: Communicates clearly, objectively, and truthfully with internal and external clients; expresses oneself appropriately both verbally and in writing; also safeguards the influence and impact of nonverbal communication (posture and dress code); ensures correct written expression and inclusion of all essential elements to fully convey the intended message; * Empathy: Ability to distinguish behavior from intention and act in accordance with the positive, motivating intent behind behavior. Capacity to place oneself in others’ positions to identify diverse perspectives and needs. Respects differences. * Emotional balance: Ability to remain calm in adverse situations without losing emotional composure. Demonstrates self-awareness, self-control, and self-motivation. Assimilates situations and reflects before acting. Possesses professional maturity to manage unexpected situations, especially in tense or conflict-ridden environments. * Problem-solving focus: Focuses on possibilities; proposes practical solutions to everyday problems; * Organization: Maintains order and control over information; skillfully categorizes, identifies, prioritizes, and responds swiftly and disciplined to demands; * Active listening: Practices active listening to grasp key message elements; pays attention to the speaker, demonstrating interest and empathy. **JOB RESPONSIBILITIES:** * Attend scheduled clients and direct them to reception; * Respond to WhatsApp inquiries within the timeframe set by the supervisor; * Inform clients about the status of judicial or administrative proceedings; * Update or register process or client information in the case management system; * Photocopy and scan documents and case files upon attorneys’ request; * Log received documents at reception; * Locate requested documents in the archives and deliver them to clients; * Fulfill requests from the immediate supervisor; * Assist with cleaning and organizing the reception area during business hours; * Participate in courses offered or recommended by the firm; * Strictly adhere to the uniform and dress code requirements; * Act as an ambassador for SILVA FREITAS values; * Conduct professional activities strictly in accordance with the standards of conduct outlined in the SILVA FREITAS Internal Regulations;