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Legal Call Centre Assistant

1 week ago

Randburg, Gauteng, South Africa Legal Aid South Africa Full time
About This Role

We are seeking a highly skilled and motivated individual to join our team as a Paralegal Support Specialist. This role involves responding to client telephone call enquiries, complaints, and/or concerns, providing advice, guidance, and assistance on how to resolve issues.

The position is based at our National Office in Braamfontein, providing a dynamic and challenging work environment. The incumbent will be expected to sign a performance contract, ensuring their contributions align with our organisational goals.

Responsibilities and Requirements
  • Immediate response to client telephone call enquiries, complaints, and/or concerns, offering advice, guidance, and assistance on how to resolve issues.
  • Receiving and recording telephone calls on the logging system, ensuring accurate documentation.
  • Obtaining necessary information from clients regarding support required from the Call Centre.
  • Guiding clients/representatives to gain insight into problems and advising them on alternative ways to address these challenges in line with legal best practices and principles.
  • Referring clients for appropriate legal assistance based on obtained information or proficiently acting on behalf of individuals to solve general non-litigation/advice matters.
  • Maintaining accurate notes on outcome of matters according to stipulated Call Centre format.
  • Ensuring proper diarising of files and keeping concise file notes for matters requiring follow-up, ensuring timely follow-up of these matters.
  • Conducting client feedback sessions on the quality of legal services and advice provided by legal practitioners and Call Centre agents.