Escalations Lead - Forex & Crypto Trading Support

Hytech; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Convenient office location

Non-taxable allowances covering rice,

Complimentary coffee and snacks

Career development opportunities

Team-building activities

Job summary

Hytech Philippines is seeking a Complaint Officer to join our Trading Team. You will ensure timely, professional support for client concerns, acting as a bridge between clients and the front-end team to investigate issues and drive effective resolutions.

You will also identify recurring issues, share feedback, and contribute to improving processes and client experience while handling inquiries with care and professionalism.

Responsibilities

• Independently manage daily tasks after training.
• Investigate and retrieve client complaints per SOPs.
• Provide clients with clear, supportive guidance.
• Handle challenging complaints, including executing authorized compensations.
• Work independently with initiative and ownership.
• Identify recurring complaint patterns and report them.
• Support quality improvement by following company standards.
• Address concerns using established response frameworks and tailor resolutions.
• Conduct online research to create accurate responses with guidance.

Job description

Hytech Philippines is seeking a Complaint Officer to join our Trading Team. You will ensure timely, professional support for client concerns, acting as a bridge between clients and the front-end team to investigate issues and drive effective resolutions.

You will also identify recurring issues, share feedback, and contribute to improving processes and client experience while handling inquiries with care and professionalism.