Responsibilities: Investigate and analyze disputes logged by players or operators, determining their validity and applying the appropriate process in response. Facilitate Alternative Dispute Resolution (ADR) and Self-regulatory (SRS) dispute mediation processes in an impartial and unbiased manner. Conduct prompt, thorough, and equitable investigations while adhering to established procedures and timelines. Apply relevant policies, laws, and regulations to reach fair and sustainable resolutions for disputed matters. Draft comprehensive and clear ADR reports, providing a detailed account of the investigation, findings, and reached resolution. Engage in written communication with both players and operators, effectively explaining the mediation process and resolution reached. Assist with administrative duties for the department, including invoicing and report generation. Perform additional tasks as assigned to support the smooth operation of the dispute resolution department. Qualifications: Diploma (NQF Level 6) in Law, Mediation, or a related field OR Degree (NQF Level 7) in Law, Business Management, or a related field. Minimum of 3 years of proven experience in online gambling or gambling operator-related dispute resolution or customer service. Prior experience in dispute mediation or alternative dispute resolution (ADR) is highly advantageous. Strong analytical and problem-solving skills with the ability to assess complex situations and identify relevant information. Excellent communication and interpersonal skills, both written and verbal, with the ability to effectively communicate with diverse stakeholders. Impeccable impartiality and a commitment to upholding fairness and ethical principles in dispute resolution. Strong attention to detail, accuracy, and the ability to meet deadlines in a fast-paced environment. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and other relevant software programs. By submitting any Personal Information to MPRTC in any form you acknowledge that such conduct constitutes a reasonable unconditional, specific and voluntary consent to the processing and storing of such Personal Information by MPRTC and/or MPRTCs clients and/or verification information suppliers. You voluntarily consent that for the purposes of potentially gaining future employment opportunities, thorough background screening which may include but will not be limited to criminal, fraud, ITC and employment reference checks may be conducted. Should you have not been contacted within 14 days, please consider your application unsuccessful. You have the right to "Opt-Out" of electronic communications from us at any time and you also have the right to request us to delete your personal information by contacting us.
