Job Description

Job Summary:

We are seeking a compassionate, diplomatic, and highly organized

Mediation Call Centre Representative

to join our team. This role is central to facilitating communication between parties in dispute, gathering relevant information, and scheduling or supporting mediation sessions. The ideal candidate is a skilled communicator who remains neutral, professional, and calm under pressure.

Key Responsibilities:

Respond to inbound and outbound calls related to dispute resolution and mediation services Provide clear, neutral explanations of the mediation process to clients Gather and verify relevant case information from all parties involved Schedule mediation sessions and ensure both parties are informed and prepared Maintain accurate and confidential case records in compliance with organizational policies De-escalate tense conversations while maintaining a calm and unbiased approach Coordinate with mediators, legal advisors, and support teams as necessary Identify when cases may not be appropriate for mediation and escalate accordingly Use judgment to maintain neutrality and foster trust in the mediation process Handle sensitive topics (e.g. family disputes, workplace issues, or consumer conflicts) with discretion and professionalism

Qualifications:

High school diploma or equivalent required; additional education in conflict resolution, law, or communications preferred 1+ years of experience in a call centre, mediation, legal, or social services environment Strong verbal and written communication skills Ability to remain impartial, empathetic, and professional at all times Excellent organizational and time-management skills Proficient in using CRM systems, case management software, and Microsoft Office Comfortable handling confidential or emotionally sensitive information

Preferred Skills:

Training or certification in mediation or conflict resolution Experience working with vulnerable populations or in high-stress environments Multilingual abilities are a plus

Work Environment:

Fast-paced call centre environment
Job Type: Full-time

Pay: R1500,00 - R10000,00 per month

Education:

High School (matric) (Required)
Experience:

Mediation : 2 years (Required)
Language:

English (Required)
Work Location: In person

Application Deadline: 2025/08/15