Trading Complaints Specialist

Hytech Consulting Management Sdn Bhd; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Hytech Consulting Management Sdn Bhd is seeking a customer support professional to be the first point of contact for clients via live chat, phone, and email. You will resolve issues, handle feedback, and maintain accurate records while assisting with departmental documentation.

With 1–3 years in trading/brokerage operations and a focus on process optimization, you will coordinate across departments in a fast-paced environment and contribute to incident handling and escalation workflows.

Qualifications

• 1–3 years of experience in trading/brokerage operations.
• Experience in SOP creation and workflow optimization.
• Involvement in operational or system enhancement projects.
• Strong analytical thinking and problem-solving skills.
• Ability to coordinate across departments in a fast-paced environment.
• Familiar with incident handling and escalation workflows.

Responsibilities

• You will be the first point of contact for customers via live chat, phone, and email.
• Resolve client issues and handle feedback.
• Maintain accurate records and assist with departmental documentation.

Skills

Trading operations experience

Process improvement

Cross-department coordination

Analytical thinking

Incident handling

Job description

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services organizations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimize operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

You will be the first point of contact for customers, providing timely and professional support through live chat, phone, and email. This role focuses on resolving client issues, handling feedback, maintaining accurate records, and assisting with departmental documentation.

Responsibilities

Core Requirements:

• 1-3 years of experience in trading / brokerage operations (forex, metals, commodities, derivatives, etc.)
• Experience in SOP creation, workflow optimization, or process improvement with measurable outcomes
• Hands-on involvement in operational or system enhancement projects, including requirement gathering and implementation coordination
• Strong analytical thinking and problem-solving skills
• Able to coordinate effectively across departments in a fast-paced environment
• Familiar with incident handling, escalation workflows, and severity prioritization

Qualifications

• Self-motivated learner with interest in automation, AI tools, or API integrations
• Demonstrated initiative or informal leadership in improving team processes or operational efficiency