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. The candidate will be responsible for managing and resolving client complaints in a timely, professional, and compliant manner while providing administrative support to ensure the smooth day-to-day operations of the department.
KEY RESPONSIBILITIY
Client Complaints Management- 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.
Administrative & Office Operations- 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.
- Assist with office procurement, inventory management, and maintenance of office supplies.
- Support onboarding and offboarding documentation, including asset allocation and recovery.
- Ensure all company records and documentation are maintained accurately and confidentially.
- Perform any other administrative or operational duties assigned by management.
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.
