Pro Bono SG (UEN No. 201700430E) is a registered charity with the status of Institution of a Public Character and a company limited by guarantee. It started as a department within The Law Society of Singapore and later became Law Society Pro Bono Services. Since 2007, we’ve expanded our legal initiatives and programs, helping over 150,000 people with legal awareness, guidance, and representation.
In 2022, we renamed as Pro Bono SG (PBSG) to reflect the commitment of everyone in Singapore to our mission of doing good in the community.
Our Vision and Mission:
We serve the community by facilitating access to justice for the needy and vulnerable so that all may have access to justice in Singapore.
The Job:
As an Executive Officer, you will be handling inquiries and requests from applicants; processing and directing them to the appropriate legal information/legal assistance resources. You will also be assisting in the day-to-day administration work of Pro Bono SG Contact Centre and Legal Clinic operations.
Key Responsibility Areas
• Handling inquiries and requests via multiple channels such as phone, email, chat and social media.
• Greeting visitors/applicants and directing them to the appropriate legal information/legal assistance resources, including registration.
• Answering and directing phone calls, handling incoming and outgoing mail.
• Providing first line information and support to persons seeking assistance from PBSG
• Facilitate the resolution of service user complaints and issues in a timely and professional manner.
• Logging and tracking service use interactions to identify trends and areas of improvement.
• Facilitating the maintenance of accurate and up-to-date service user information and database records.
• Documenting service interactions and resolutions in accordance with organizational policies and procedures.
• Escalating complex or high-priority issues to the appropriate department or team for further investigation and resolution.
• Participating in training and development programmes to enhance customer service skills and knowledge.
• Staying current on changes in services, policies and service consumer needs to provide effective support.
• Liaising with external agencies and authorities.
• Managing legal clinics at various locations and in the evening / weekends on a rostered basis.
• Supervising and training interns supporting the Contact Centre and Legal Clinic processes.
Requirements
• Preferably 2 years of relevant working experience
• Exposure in legal industry is not required, but would be an advantage
• Minimum GCE A Level
• Fluent in spoken and written English
• Proficient in Microsoft Office including Teams
• Excellent customer service, communication and listening skills to interact with members of the public seeking legal aid
• Fast thinking and resourceful to manage difficult/ unexpected applicants and situations with calmness and professionalism
• Flexible and open to new ideas and approaches
• Ability to handle confidential information with discretion
• Ability to work independently as well as part of a team
• Able to learn fast and work in a dynamic environment
• Organised and reliable, able to prioritise to meet deadlines
• Attention to detail and accuracy in work
• Passion for pro bono and community work
