Complaints Specialist

Deadline to apply: 16 December 2025

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 2 years working experience in Customer Service/ Sales
• Good analytical skills.
• Attention to details.
• Ability to work under pressure.
• Advance understanding of order processing.
• Good knowledge of Company product as well as Internal company regulations and procedures.
• Self-motivated and highly reliable.
• Excellent attendance is a plus.

What we offer along the way

• Competitive salary and annual performance bonus
• Full relocation support for you and your family — flights, housing, visas, and legal assistance included
• Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
• Unlimited learning opportunities: external courses, English lessons, career and leadership development
• Education allowance covering school and kindergarten fees
• 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
• Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
• “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
• Employee share scheme — grow with us

What your journey looks like

1. Intro call with Recruiter (30 minutes)
2. Team Interview (1 hour)
3. Test Task (3 days)

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.