Legal Aid Paralegal Call Centre Agent

Applications are invited from persons interested to appy for the available Legal Aid Vacancies. The job seeker will be appointed on a permanent basis. The position is based at the Legal Aid SA National Office.

Paralegal Job Description
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 to assist clients to resolve their legal problem.

Duties And Responsibilities
• Receive telephone calls for immediate response and record 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 clients on alternative ways to deal with the problem in line with legal best practice and principles.
• Refer clients 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 delays with pension payouts, non-delivery of ID documents, et cetera.
• Maintain accurate notes on outcomes of matters at all times as per 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 quality of legal services and advice provided by Legal Practitioners and Call Centre agents.

Competencies
• A recognised Grade 12 certificate.
• A recognised Legal/Paralegal qualification.
• Three (3) years’ experience as an Advisor/Paralegal.
• Proficiency in English and other African languages.