Complaints Officer

Hytech Pasig, National Capital Region, Philippines

Who we are:

About Hytech: 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. Our key clients include top trading platforms and cryptocurrency exchanges.

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 as we handle global accounts and support 24/7 coverage.

What we do:

We operate at the intersection of business and technology by amalgamating innovative thinking with unrivalled 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. Collaborate with dynamic individuals.
• Competitive Salary – The chance to earn a fair wage is the reward for a job well done.
• Positive Working Environment – A workplace you would be proud to work in, with motivated employees.
• Work-life balance – We value wellness and ensure a role that brings joy and fulfillment.

Company Perks:

• Non-Taxable allowances (Rice, medical, clothing, laundry)
• Free coffee and snacks
• Employee Referral program

About the job:

As part of the Trading Team and in the capacity of Complaint Officers, we are committed to managing daily client complaints and ensuring seamless communication with the front-end team. Our mission is to serve as neutral intermediaries between the company and its clients, dedicated to resolving concerns swiftly and efficiently. We strive to handle client issues with the highest level of professionalism, enhancing their experience while proactively preventing escalation. Through our efforts, we aim to uphold exceptional service standards and foster positive client relationships.

Task and Responsibilities:

• Handle daily tasks independently with given training and case-by-case training.
• Investigate and retrieve client complaints following the company’s Standard Operating Procedure.
• Offer supportive and informed guidance to clients with matters or concerns.
• Handle challenging complaints gracefully and execute authorized compensations.
• Operate independently yet with assured support, showing initiative and drive.
• Proactively recognize and report patterns in complaints and feedback promptly.
• Improve quality control by adhering to company benchmarks.
• Address client grievances using established response frameworks and refine personalized resolutions.
• Research online to craft tailored responses with guidance until proficiency is achieved.

Requirements:

• Experience facilitating communication with the front-end team.
• Experience addressing daily client complaints.
• Investigate and retrieve client complaints.
• Having been an SME is an advantage.

Why Join Us?

We value teamwork, collaboration, initiative, and a strong work ethic. If you’re seeking a structured, supportive environment to grow and make a meaningful impact, this is a great opportunity.

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• Mid-Senior level

• Full-time

• Other, Information Technology, and Management
• Industries: IT Services and IT Consulting

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