Job Summary: A customer service professional focused on excellence, collaboration, and organization to provide administrative support and client communication in a law office. Key Highlights: 1. Exceptional service to internal and external customers 2. Focus on continuous improvement and team spirit 3. Clear communication and problem resolution **JOB MISSION:** Deliver exceptional service to internal and external clients of Silva e Freitas Law Office. **BEHAVIORAL COMPETENCIES:** Attendance and punctuality: Regularly reports to and remains at the assigned workplace, and consistently adheres to established or agreed working hours; Contribution to a healthy work environment: Contributes to workplace well-being by maintaining a positive and respectful attitude toward internal and external SILVA FREITAS clients; Team spirit: Collaborates respectfully and cooperatively within teams; Flexibility and adaptability: Demonstrates ability to adapt and perform effectively in diverse and changing situations, and with various people and groups; Continuous improvement: Recognizes errors made and treats them as learning and development opportunities, using them to enhance deliverables and outcomes; Proactiveness: Shows willingness and readiness to act in response to work demands; Professional confidentiality: Maintains confidentiality of SILVA FREITAS information and incidents; Diligence: Uses office materials, facilities, and equipment appropriately, contributing to resource conservation and responsible use of office resources (e.g., water, electricity, machines, stationery, hygiene, cleaning, etc.). **CULTURAL FIT COMPETENCIES:** * Courtesy: Serves internal and external clients with quality, courtesy, attention, promptness, interest, and kindness; * Positive attitude: Cultivates an appreciative perspective and mindset. Extracts learning and development opportunities from all situations—especially challenging ones. Practices flexible thinking focused on opportunities and what truly matters, replacing complaints with solutions. Contributes to lightness and emotional well-being in the workplace; * Emotional balance: Remains calm in adverse situations without losing emotional equilibrium. Possesses self-awareness, self-control, and self-motivation. Assimilates situations and reflects before acting. Demonstrates professional maturity in managing unexpected situations—particularly 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 with all essential elements to fully convey the message to the interlocutor; * Empathy: Ability to distinguish behavior from intention and act in alignment with the positive, motivating intent behind behavior. Capacity to put oneself in another’s shoes to identify different perspectives and needs. Respects differences. * Emotional balance: Ability to remain calm in adverse situations without losing emotional equilibrium. Possesses self-awareness, self-control, and self-motivation. Assimilates situations and reflects before acting. Demonstrates professional maturity in managing unexpected situations—particularly in tense or conflict-ridden environments. * Problem-solving focus: Focuses on possibilities; proposes 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 fundamental elements of the message; pays attention to the interlocutor, demonstrating interest and empathy. **JOB RESPONSIBILITIES:** * Receive 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 archive and deliver them to clients; * Fulfill requests from the immediate supervisor; * Assist with cleaning and organizing the reception area during business hours; * Attend courses offered or recommended by the law office; * Strictly adhere to the uniform and Dress Code guidelines; * Act as a promoter of SILVA FREITAS values; * Conduct professional activities strictly in accordance with the standards of decorum outlined in the SILVA FREITAS Internal Regulations;