Forex/Crypto Complaints Escalation Specialist (MT4/MT5)

Hytech; Philippines; Presencial; PHP 360.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Convenient office location

Non-taxable allowances

Complimentary coffee and snacks

Employee referral program

Career development

Collaborative work environment

Team-building events

Descripción de la vacante

Hytech, a leading management consulting firm with global offices, seeks a Complaint Officer for the Trading Team. You will investigate client concerns, act as a bridge between clients and the front-end team, and drive timely, professional resolutions while identifying recurring issues and contributing to process improvements.

You will handle complaints with care, guided by SOPs, and may apply authorized compensations when appropriate. English fluency is required, Chinese is a bonus.

Formación

• Hands-on trading experience using MT4/MT5 is required.
• Experience working closely with or facilitating communication with the Front-End Team.
• Previous experience handling daily client complaints, concerns, and escalations.
• Experience being part of an escalation team or serving as an escalation point.

Responsabilidades

• Independently manage daily tasks after training, with case-by-case guidance.
• Investigate and retrieve client complaints per SOPs; provide clear guidance.
• Handle challenging or sensitive complaints professionally, including executing authorized compensations.
• Identify recurring complaint patterns and report them to relevant teams.
• Contribute to quality improvement by following company standards and benchmarks.
• Address client concerns using established response frameworks and tailor resolutions.

Conocimientos

MT4/MT5 trading

Front-End team communication

Client complaint handling

Escalation management

Forex/Crypto experience

SME experience

English proficiency

Chinese language (bonus)

Descripción del empleo

Hytech, a leading management consulting firm with global offices, seeks a Complaint Officer for the Trading Team. You will investigate client concerns, act as a bridge between clients and the front-end team, and drive timely, professional resolutions while identifying recurring issues and contributing to process improvements.

You will handle complaints with care, guided by SOPs, and may apply authorized compensations when appropriate. English fluency is required, Chinese is a bonus.