Customer Service Specialist

About Hytech

Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape. Our client portfolio includes top global trading platforms and leading crypto exchanges.

With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.

About the Role

You will be the first point of contact for customers, providing timely and professional support through live chat, phone, and email. This role focuses on resolving client issues, handling feedback, maintaining accurate records, and assisting with departmental documentation.

Responsibilities

• Independently manage daily trade investigations, client complaints, and resolution tasks following company SOPs.
• Investigate, resolve, and escalate client complaints with professionalism, applying authorized compensatory actions when appropriate.
• Provide empathetic, clear, and knowledgeable support to clients throughout the complaint process.
• Identify and report patterns or systemic issues from client feedback to improve service delivery and quality control processes.
• Conduct thorough research and draft tailored responses to client inquiries, working autonomously and proactively to improve complaint handling.

Requirements

• Minimum of 2 years experience in customer service or complaints handling, preferably with exposure to financial products or trading platforms.
• Exceptional written communication skills in English with strong grammar; spoken English fluency is a plus.
• Ability to handle complex complaints with sound judgment, logical thinking, and composure.
• Strong analytical skills to research issues, identify trends, and propose service improvement actions.
• Capacity to work independently with initiative while collaborating with others as needed.

What We Offer

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• Training and learning resources.