Complaints Officer (Escalation Experience)

Hytech; Mandaluyong; On-site; PHP 279,000 - 558,000; Full time

Benefits offered by this job

Convenient and travel-friendly office

Non-taxable allowances covering rice,

Complimentary coffee and snacks

Employee referral program with Incent"

Career development opportunities

Supportive and collaborative work envt

Team-building activities and companys

Job summary

Hytech is seeking a Complaint Officer in the Trading Team to serve as a trusted bridge between clients and the front-end team. You will investigate concerns, identify optimal resolutions, and ensure each case is handled with care and professionalism.

You will also identify recurring issues, provide feedback, and help improve processes to enhance the overall client experience. This role requires strong English skills and familiarity with MT4/MT5 trading platforms.

Qualifications

• Fluent in English with strong written and verbal communication.
• Experience handling daily client complaints, concerns, and escalations.
• Ability to investigate, analyze, and retrieve information related to client issues.
• Trading experience with MT4/MT5 is required; exposure to Forex/Crypto is a plus.

Responsibilities

• Independently manage daily complaints after training, with guidance as needed.
• Investigate and retrieve client complaints in accordance with SOPs.
• Provide clients with clear, supportive guidance on concerns.
• Handle challenging complaints professionally, including executing authorized compensations when applicable.
• Work independently while knowing when to seek support and show initiative.
• Identify recurring complaint patterns and report them to relevant teams.
• Contribute to quality improvement by following company standards.
• Address concerns using established response frameworks with personalized resolutions.
• Conduct online research to craft accurate, well-tailored responses.

Skills

English fluency

Investigation & analysis

Escalation handling

Front-end coordination

Tools

MT4/MT5

Job description

We’re looking for a Complaint Officer to join our Trading Team and play an important role in ensuring that our clients receive timely, professional, and effective support when concerns arise.

As a Complaint Officer, you’ll serve as a trusted and neutral bridge between our clients and the front-end team, helping investigate concerns, identify the best possible resolutions, and ensure that each case is handled with care and professionalism.

Beyond simply resolving complaints, you’ll have the opportunity to make a real impact by identifying recurring issues, sharing valuable feedback, and helping us continuously improve our processes and overall client experience.

Task and Responsibilities:

• Independently manage daily tasks after completing the necessary training, with additional case-by-case guidance when needed.
• Investigate and retrieve client complaints in accordance with the company’s Standard Operating Procedures (SOPs).
• Provide clients with clear, supportive, and well-informed guidance regarding their concerns.
• Handle challenging or sensitive complaints professionally and confidently, including executing authorized compensations when applicable.
• Work independently while knowing when to seek support, demonstrating strong initiative and ownership.
• Proactively identify recurring complaint patterns and feedback and report them to the appropriate teams.
• Contribute to continuous quality improvement by following and supporting established company standards and benchmarks.
• Address client concerns using established response frameworks while adapting your approach to provide personalized and appropriate resolutions.
• Conduct online research when necessary and create accurate, well-tailored responses, with guidance provided as you continue to build proficiency.

What We’re Looking For

• Experience working closely with or facilitating communication with the Front-End Team.
• Previous experience handling daily client complaints, concerns, and escalations.
• Strong ability to investigate, analyze, and retrieve information related to client complaints.
• Hands-on trading experience using MT4/MT5 is required.
• Previous experience as an SME (Subject Matter Expert) is an advantage.
• Experience working with Forex or Crypto products/accounts.
• Experience being part of an escalation team or serving as an escalation point.
• Fluent in English, both written and verbal.
• Chinese language proficiency is a bonus.

Who we are:

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specializing in digital transformation for fintech and financial services companies. We provide comprehensive consulting solutions, as well as middle- and back-office support, to empower our clients with streamlined operations and cutting-edge strategies.

With a global team of over 2,000 professionals, Hytech has established a strong presence worldwide, with offices in Australia, Singapore, Malaysia, Taiwan, Philippines, Thailand, Morocco, Cyprus, and more.

We work in the financial technology sector and primarily assist supporting trading/investment companies with their operational needs. Our organization is separated into two primary divisions: operations and customer service. The Philippines team is an expansion of our current teams in Taiwan and Malaysia. This is because we are currently handling global accounts and hoping to expand our services to support a 24/7 coverage.

What we do:

We operate at the intersection of business and technology by amalgamating innovative thinking with unrivaled industry knowledge, to deliver end-to-end data-driven solutions for cloud services, cyber-security solutions, IT consultancy, and other support services.

From management consulting to business and technological development, we are committed to providing clients with bespoke solutions that fit their needs and goals.

What to expect:

• Career Growth Achieve a fulfilling career by joining a pioneering account. Utilize all your potential while collaborating with dynamic individuals.
• Competitive Salary - The chance to earn a fair wage is the reward for a job well done. In our business, we put it into action.
• Positive Working Environment - We always aimed to create a stunning workplace that we would be proud to work in, but more importantly, one where employees are always motivated to report to
• Work-life balance- we value the wellness of our employees and ensure that they get to work here that brings them joy and fulfillment.

Company Perks:

• Convenient and travel-friendly office location
• Non-taxable allowances covering rice, medical, clothing, and laundry expenses
• Complimentary coffee and snacks available in the workplace
• Employee referral program with incentives
• Opportunities for career development and internal growth
• Supportive and collaborative work environment
• Team-building activities, company events, and birthday celebrations

Why Join Us?

At our company, we believe in fostering a true sense of teamwork. We value collaboration, initiative, and a strong work ethic. If you’re seeking a structured, supportive environment where you can grow and make a meaningful impact, this is the perfect opportunity for you.