Complaints Escalation Specialist

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.

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.

Our Philippines Team:

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. This is because we are currently handling global accounts and hoping to expand our services to support a 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. Utilize all your potential while collaborating with dynamic individuals.
• Competitive Salary
• The chance to earn a fair wage is the reward for a job well done. In our business, we put it into action.
• Positive Working Environment
• We always aimed to create a stunning workplace that we would be proud to work in, but more importantly, one where employees are always motivated to report to
• Work-life balance -
   we value the wellness of our employees and ensure that they get to work here that brings them joy and fulfillment.

Company Perks:

• HMO on day 1
• Non-Taxable allowances (Rice allowance, medical allowance, clothing allowance, laundry allowance)
• 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 the escalation of challenges. Through our efforts, we aim to uphold exceptional service standards and foster positive client relationships.

Task and Responsibilities:

• Able to handle daily tasks independently with given training, and case-by-case training.
• Investigate and retrieve client complaints following the company's Standard Operation 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, embodying initiative and drive.
• Proactively recognize and report patterns in complaints and feedback promptly.
• Engage in continual enhancement of quality control, adhering to company benchmarks.
• Address client grievances using established response frameworks, refining personalized resolutions.
• Diligently research online and craft tailored responses, with guidance provided until proficiency is achieved.

Requirements:

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

Why Join Us?

At our company, we believe in fostering a true sense of teamwork. We value collaboration, initiative, and a strong work ethic. If you're seeking a structured, supportive environment where you can grow and make a meaningful impact, this is the perfect opportunity for you.

Ready to take the next step? Click the "Apply Now" button and let's connect Alternatively, feel free to reach out to me directly or refer someone you think would be a great fit by sending me an email