Customer Service Specialist

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Hytech Empire Full time
Customer Service Specialist (Complaints Specialist)

Are you an individual who excels in client-facing roles and possesses a genuine interest in financial markets?

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.

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.

How do your skills match this job?

Your application will include the following questions:

  • Which of the following statements best describes your right to work in Malaysia?
  • What's your expected monthly basic salary?
  • Which of the following types of qualifications do you have?
  • How many years' experience do you have as a customer service specialist?
  • Do you have customer service experience?
  • How would you rate your English language skills?
  • How many years' experience do you have as a Complaints Specialist?

Perks and benefits: Medical, Dental, Staff Hospitalisation Insurance, Birthday gift & more.

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