Client Complaints Executive
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Key skills for this role
About the Role
Delta International Institute seeks a Client Complaints Executive cum Administrator with Forex brokerage experience to manage client complaints and provide administrative support. The role requires 1+ year in a Forex brokerage, knowledge of MT4/MT5, KYC/AML, and fluency in English and Malayalam.
Key Skills for This Role
Responsibilities
- Receive, acknowledge, investigate, and resolve customer complaints through email, phone, CRM, live chat, or other channels
- Maintain an accurate complaints register and ensure all complaints are properly documented and updated
- Resolve complaints within timelines established by company policies and regulatory requirements
- Identify recurring complaint trends and recommend process improvements
- Manage the company's telecommunication channels and office administration
- Manage and maintain the company's asset register, including issuing, tracking, and recording company assets
- Provide first level support for employee queries related to CRM access, user accounts, and coordination with relevant departments
- Assist with office procurement, inventory management, and maintenance of office supplies
- Support onboarding and offboarding documentation, including asset allocation and recovery
Requirements
- Bachelor's degree in Business Administration, Finance, Commerce, or a related field
- Minimum 1 year of experience in a Forex brokerage company
- Proven experience in client complaints handling, customer support, operations, or administration within the Forex industry
- Strong understanding of Forex trading, brokerage operations, trading platforms (MT4/MT5), KYC/AML processes, and CRM systems
- Must hold a valid UAE Sponsorship Visa (Own Visa)
- Fluent in both English and Malayalam
Full Job Posting
About the Role
- We are seeking a proactive, organized, and detail oriented Client Complaints Executive cum Administrator to join our team in Dubai.
- The ideal candidate must have prior experience working in the Forex brokerage or financial trading industry and possess a strong understanding of Forex trading operations, client servicing, and regulatory requirements.
Key Responsibilities
- Receive, acknowledge, investigate, and resolve customer complaints received through email, phone, CRM, live chat, or other communication channels.
- Maintain an accurate complaints register and ensure all complaints are properly documented and updated.
- Resolve complaints within the timelines established by company policies and applicable regulatory requirements.
- Identify recurring complaint trends and recommend process improvements to enhance customer satisfaction.
- Monitor complaint resolution quality and ensure consistency in complaint handling.
- Maintain strict confidentiality of customer information and company records.
- Manage the company's telecommunication channels, including office phone lines, business communication platforms, and related administrative activities.
- Handle day to day office administration to ensure smooth business operations.
- Manage and maintain the company's asset register, including issuing, tracking, and recording company assets assigned to employees.
- Respond to employee queries related to company assets, office resources, and internal systems.
- Provide first level support for employee queries related to CRM access, user accounts, and coordination with relevant departments for issue resolution.
- Coordinate with internal departments to ensure timely completion of administrative and operational tasks.
Requirements
- Bachelor's degree in Business Administration, Finance, Commerce, or a related field.
- Minimum 1 year of experience in a Forex brokerage company is mandatory.
- Proven experience in client complaints handling, customer support, operations, or administration within the Forex industry.
- Strong understanding of Forex trading, brokerage operations, trading platforms (MT4/MT5), KYC/AML processes, and CRM systems.
- Must hold a valid UAE Sponsorship Visa (Own Visa).
- Fluent in both English and Malayalam.
- Excellent communication, interpersonal, and problem solving skills.
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