Complaints Specialist

Posted 26d ago

About Hytech

Hytech is a leading fintech company specializing in cutting-edge financial technology solutions.  Our innovative platforms and applications empower our clients to manage their finances efficiently, securely, and with unparalleled convenience. As a market leader in the fintech industry, we are dedicated to driving digital transformation and shaping the future of financial technology. 

Our passion for connecting the dots extends beyond the technological realm. We foster a culture of inclusivity that values collaboration and knowledge-sharing among our team members, clients, and partners. Together, we harness the power of connection to inspire innovation, drive growth, and shape a better future for the fintech industry.

Join us at Hytech as we continue our journey of connecting the dots and paving the way to success for our clients and partners. Let us embark on a collaborative adventure, where we explore new possibilities, drive innovation, and navigate the exciting landscape of the digital world together.

 

Ideal Candidate

We are seeking individuals who excel in client-facing roles and possess a genuine interest in financial markets. Success in this position requires keen attention to detail, strong empathy, and exceptional problem-solving skills. 

 

Role Overview

As part of the Trading Team, the primary responsibility of this role is to manage client complaints and facilitate communication between clients and the front-end team. 

Our mission is to act as an impartial intermediary between the company and its clients, ensuring the prompt and effective resolution of client concerns. By addressing issues with professionalism and efficiency, we strive to enhance the client experience, prevent issue escalation, and uphold the integrity of the organization. Through our commitment to high standards of service, we aim to foster long-term client satisfaction and trust. 

 

Responsibilities: 

• Independently manage daily trade investigations and complaints tasks. 

• Investigate and resolve client complaints in accordance with the company’s Standard Operating Procedures (SOP). 

• Provide knowledgeable and empathetic support to clients, addressing their concerns with clarity and professionalism. 

• Handle complex or challenging complaints with composure, implementing authorized compensatory measures when appropriate. 

• Work autonomously while demonstrating initiative, with access to ongoing support as needed. 

• Proactively identify and report emerging patterns in client feedback and complaints to improve service delivery. 

• Contribute to the continuous improvement of quality control processes, ensuring compliance with company standards. 

• Address client grievances using established response protocols, tailoring solutions to meet individual client needs. 

• Conduct thorough research and draft personalized responses to client inquiries, with oversight and support until proficiency is achieved. 

 

Requirements: 

• Minimum of 2 years of experience in customer service or complaints handling. 

• Exceptional written communication skills in English, with a strong command of grammar. Fluency in spoken English is a plus. 

• Familiarity with financial products, as well as experience using MT4 and trading platforms, is a plus. 

 

Personal Characteristics and Behaviors: 

• Strong communication skills, with the ability to articulate ideas clearly and effectively. 

• Excellent problem-solving and analytical abilities, with a solution-oriented approach to challenges. 

• Collaborative team player, demonstrating a positive and cooperative attitude. 

• Logical and strategic thinker, able to analyze situations from multiple perspectives. 

• Skilled at distinguishing between objective facts and subjective perceptions to ensure fair decision-making

 

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Employer questions

Your application will include the following questions:
  • Which of the following types of qualifications do you have?
  • Which of the following statements best describes your right to work in Malaysia?
  • Do you have customer service experience?
  • How many years' experience do you have as a Customer Service Associate?
  • What's your expected monthly basic salary?
  • Which of the following languages are you fluent in?

Company profile

Company Logo for Hytech Empire
Computer Software & Networking101-1,000 employees

Hytech is a leading IT services company, an outsourcing partner of choice for clients in all industries throughout the global.

We're a team of expert IT Consultants helping businesses across Global design and maintain reliable and innovative IT solutions.

We offer wide range of services including comprehensive IT support services, cyber security solution, cloud services, IT consultancy in order to meet our customer needs by achieving the business goal and transform digitally.

With our extensive expanding rapidly, Hytech is widely recognised business credentials and experience in managing large-scale projects and has become a trusted partner to a diversity of organisations from different sectors.

Perks and benefits
Medical
Dental
Staff Hospitalisation Insurance, Birthday gift & c

Company information

Registration No.1366574-K

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