Job Description

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.

Who We’re Looking For

• Minimum 5 years of professional experience in Customer Service, Sales, or Client Operations, with candidates currently based in Vanuatu.
• Native communication skills in Hindi language is a must
• Minimum 1–2 years of hands-on experience within the FinTech industry, specifically supporting online trading, investment platforms, CFDs, Forex, or capital markets.
• Strong understanding of the end-to-end trade lifecycle, including order execution, trade processing, account funding/withdrawals, and client onboarding processes.
• Working knowledge of financial instruments (e.g., Forex, CFDs, commodities, indices, stocks, or cryptocurrencies) and an understanding of trading platform functionality.
• Ability to interpret client issues using a data-driven and analytical approach, identify root causes, and recommend appropriate resolutions.
• High attention to detail with the ability to maintain accuracy when processing high volumes of transactions while adhering to established Service Level Agreements (SLAs).
• Proven ability to work effectively in a fast-paced, high-pressure environment, managing multiple priorities without compromising quality.
• Strong problem-solving, decision-making, and stakeholder management skills, with the ability to communicate complex information clearly to both internal and external stakeholders.

How to Apply

Please submit your application to this email: [email protected]

Job Category: Customer service. Job Type: Full-Time. Job Salary: Not stated.
Closes 30/07/2026

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