About Us
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.
Role and Responsibilities:
- Independently manage daily 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.
Qualifications and 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.
- Familiarity with financial products is a plus.
- Strong communication skills, with the ability to articulate ideas clearly and effectively.
- Excellent problem-solving and analytical abilities, with a solution-oriented approach to challenges.
- Collaborative team player, demonstrating a positive and cooperative attitude.
- Logical and strategic thinker, able to analyze situations from multiple perspectives.
- Skilled at distinguishing between objective facts and subjective perceptions to ensure fair decision-making.
Benefits and Perks:
- Competitive remuneration package (Basic salary + performance based bonus)
- Young, Passionate & Friendly Working Environment.
- Rewarding career development with regional exposure.
- Team building, creation, birthday party, free flow of snacks and drinks.
