Pro Bono SG

Executive Officer – Outreach

Executive Officer – Outreach
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.

At a glance


Pro Bono SG




Singapore, Singapore

Job posted:

7 February 2024

Application deadline:

2 March 2024

Key Responsibilities

  • 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.

The Successful Candidate

  • 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
Apply now