Trading Complaints Associate (SME experience)

Hytech Consulting Management; Eastern Manila District; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Convenient office location

Non-taxable allowances covering rice,

Medical, clothing, and laundry

Complimentary coffee and snacks

Employee referral program with rewards

Career development opportunities

Supportive team environment

Team-building activities and events

Job summary

Hytech Consulting Management is seeking a customer-focused professional to manage client complaints and facilitate communication between clients and the front-end team.

You will act as an impartial intermediary, ensuring prompt resolution of concerns, upholding service standards, and contributing to long-term client satisfaction within a dynamic trading environment.

Qualifications

• Minimum 2 years of experience in customer service or complaints handling.
• Excellent written English with strong grammar; spoken English is a plus.
• Familiarity with financial products; MT4 experience is a plus.

Responsibilities

• Independently manage daily trade investigations and complaints tasks.
• Investigate and resolve client complaints in accordance with SOP.
• Provide knowledgeable and empathetic support to clients, addressing concerns clearly and professionally.
• Handle complex or challenging complaints with composure, implementing compensatory measures when appropriate.
• Work autonomously while showing initiative, with ongoing support as needed.
• Identify and report emerging patterns in client feedback to improve service delivery.
• Contribute to continuous improvement of quality control processes and ensure compliance with standards.
• Address client grievances using established response protocols and tailored solutions.
• Conduct thorough research and draft personalized responses to client inquiries with oversight.

Skills

Customer service

Complaints handling

Written English

English fluency

Tools

MT4

Trading platforms

Job description

The Role:

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.

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.

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.

What You Can Expect:

• Career Growth - Join a pioneering account and unlock your full potential while working with dynamic individuals.
• Competitive Salary - We value your hard work and offer a fair wage for your efforts.
• Positive Working Environment - Our goal is to create a workplace where you feel motivated and proud to contribute.
• Work-Life Balance - We prioritize the wellness of our employees and ensure a fulfilling and enjoyable work experience.

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?

We believe in fostering a true sense of teamwork. If you're looking for a structured, supportive environment to grow and make an impact, this opportunity is perfect for you.

We look forward to welcoming you to our team!