Complaints Specialist
1 week ago
Deadline to apply: 16 December 2025
Why this role matters
The Complaint Specialist's duty is to process all complaints escalated by the customer support department within a reasonable time period (24 hours), and to provide effective solutions that ensure and maximize clients' satisfaction.
What you'll actually do- Monitoring and tracking complaints made by clients;
- Reporting clients' requests if the subject of a request is relating to order execution, partner reward, etc …. (hereafter referred to as 'complaints');
- Processing clients' complaints while utilising all available platforms;
- Replying to clients' requests based on the comprehensive review of a request;
- Ensuring that all complaints are processed within a reasonable time period;
- Cooperating with other departments with the purpose of solving the complaint;
- Maintaining an updated knowledge base with up to date and relevant content;
- Being able to share knowledge with Support in order to diminish the number of escalated complaints;
- Providing significant reports when required by line manager.
- Post complaints monitoring.
- Re-evaluation of complaint process for improvement.
- Minimum 2 years working experience in Customer Service/ Sales
- Good analytical skills.
- Attention to details.
- Ability to work under pressure.
- Advance understanding of order processing.
- Good knowledge of Company product as well as Internal company regulations and procedures.
- Self-motivated and highly reliable.
- Excellent attendance is a plus.
- Competitive salary and annual performance bonus
- Full relocation support for you and your family — flights, housing, visas, and legal assistance included
- Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
- Unlimited learning opportunities: external courses, English lessons, career and leadership development
- Education allowance covering school and kindergarten fees
- 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
- Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
- "Get to know Team" trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
- Employee share scheme — grow with us
- Intro call with Recruiter (30 minutes)
- Team Interview (1 hour)
- Test Task (3 days)
Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.
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