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Virtual Hearings Moderator

3 weeks ago

Singapore MAXWELL CHAMBERS PTE. LTD. Full time

Host virtual arbitration and mediation hearings and provide online client support requests at Maxwell Chambers.
- Plan and manage virtual hearing sessions - this includes managing list of participants, organising test runs and training on video conferencing platforms, co-ordinating with vendors and administration of Virtual Hearing Protocols.
- Serve as the principal point of contact for assigned cases.
- Recommend, review and update the virtual hearing protocol, manual and SOPs according to latest trends and features
- Liaising directly with the tribunal, institutions, and various parties to facilitate hearings and handle any logistics or technical queries.
- Troubleshooting client-reported issues on video-conferencing platform and liaising as necessary with the technical support or ADR operations department until a final resolution is reached.
- Maintenance of attendance sheets, recording of virtual sessions as required under Virtual Hearing Protocols
- Capturing client feedback to recommend and advocate for service enhancements.
- Working alongside Customer Relations / Technical Support and ADR Operations teams to ensure a seamless experience for clients.

**Requirements**:

- Confident, speaks well and enjoys presenting online in front of an international audience.
- Attentive and able to follow online proceedings, comfortable with extended screen time/working extended hours in front of the computer.
- Engaging, able to connect and build a rapport with clients online and provide a good virtual experience.
- Ability to plan hearing logistics, present hearing schedules and lead hearing flow in an interactive manner.
- Calm and able to assist clients to resolve any technical issues online.
- Understanding of dispute resolution process and documents a plus
- Good command of written and spoken English
- Self-motivated and comfortable in working independently with minimum assistance Organised and meticulous with initiative and good working attitude