Junior Paralegal / Jnr Escalations Specialist

About the Company
Emmington is an international portfolio of companies operating across the UK, USA, Australia, New Zealand, and Dubai. We partner with businesses that are focused on improving customer acquisition and driving sustainable growth. Our portfolio includes both B2B and B2C businesses.

Across the Emmington portfolio, we own, invest in, and consult for a range of businesses. While our level of involvement may vary, all companies we work with meet the same core criteria: they are growth-focused, performance-driven, and committed to scaling effectively.

Role Overview
We are seeking a proactive and confident Junior Paralegal/ Jnr Escalations specialist to join our team. This is a fully remote role for a South Africa–based candidate who is customer-focused and skilled at handling escalations with professionalism and confidence.
This role sits at the intersection of legal support and customer experience. You will be responsible for reviewing customer feedback daily, addressing negative reviews, and engaging directly with customers to resolve concerns effectively and professionally.

Key Responsibilities
• Review and monitor customer reviews on a daily basis
• Investigate and respond to negative reviews in a timely and professional manner
• Contact customers via phone and email to resolve complaints
• De-escalate tense or sensitive situations with confidence and empathy
• Guide customers towards a resolution by following company policy.
• Stand firm where necessary while maintaining professionalism
• Escalate matters internally when appropriate
• Ensure resolutions align with company policies and legal standards

Requirements

• Relevant qualification and de-escalation background

• Understanding of service agreements

• Debt collection experience preferable

• Excellent written and verbal communication skills

• Confident, friendly, and professional phone manner

• Extroverted and comfortable engaging directly with customers

• Ability to think critically and respond under pressure

• Strong conflict resolution and de-escalation skills

• Highly organised and able to manage daily review volumes

This is not a role for seasoned attorneys.

Candidates will be placed within one of the Emmington portfolio companies.