National Office – Paralegal – Client Call Centre (Afrikaans) at Legal Aid South Africa

KEY OUTPUTS

• To ensure immediate response to client telephone call enquiries, complaints and/or concerns and provide advice, guidance and assistance on how to resolve the issue and/or assist clients to resolve their legal problem.
• Receive telephone calls for immediate response and record them on the logging system.
• Obtain adequate information from clients on support required from the Call Centre.
• Guide client/representative to gain insight into the problem and advise the client on alternative ways to deal with the problem in line with legal best practice and principles.
• Refer the client for appropriate legal assistance based on the information obtained during the interview (internally or externally) or proficiently act on behalf of the person to solve general non-litigation/advice matters such as dealing with delayed pension payouts, non-delivery of ID documents, et cetera.
• Maintain accurate notes on the outcome of matters at all times as per the stipulated Call Centre format.
• Ensure proper diarising of files and keep concise file notes for matters requiring follow-up and ensure timely follow-up of these matters.
• Call clients for feedback on the quality of legal services and advice provided by legal practitioners and Call Centre agents.

COMPETENCIES (SKILLS, KNOWLEDGE AND ATTRIBUTES) REQUIRED

• National Senior/Matric certificate plus a Diploma in Paralegal and/or Legal Assistant one (1) year qualification.
• Computer literacy.
• Attention to detail.
• Ability to relate at all levels.
• Proficient verbal and written communication in Afrikaans.
• A valid unendorsed code 8 driver’s licence is an advantage.