Trading Complaints & Escalations Specialist

Hytech; Mandaluyong; Sur place; PHP 279 000 - 558 000; Plein temps

Avantages offerts par ce poste

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

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

English fluency

Investigation & analysis

Escalation handling

Front-end coordination

Outils

MT4/MT5

Description du poste

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.