Complaints Specialist (Fintech)

TL;DR

Complaints Specialist (Fintech): Processing escalated client complaints and providing effective resolutions with an accent on detailed investigation and interdepartmental collaboration. Focus on improving internal processes, maintaining a comprehensive knowledge base, and ensuring high levels of client satisfaction.

Location: Must be currently in Mauritius or willing to relocate to Mauritius

Company

hirify.global is a leading global fintech broker supporting 1M+ clients with a focus on scale, technology, and a people-first culture.

What you will do

• Monitor and track client complaints escalated from the customer support department.
• Process complaints using internal platforms and provide timely, accurate resolutions.
• Cooperate with other departments to resolve complex execution or reward issues.
• Maintain and update the internal knowledge base to improve support quality.
• Generate significant reports and re-evaluate complaint processes for continuous improvement.
• Monitor post-complaint outcomes to ensure long-term client satisfaction.

Requirements

• Minimum 4 years of working experience in Customer Service or Sales.
• Must be currently located in Mauritius.
• Strong analytical skills and extreme attention to detail.
• Advanced understanding of order processing and internal company regulations.
• Ability to work effectively under pressure.
• High level of reliability and self-motivation.

Culture & Benefits

• Competitive salary with an annual performance bonus.
• Full relocation support including flights, housing, visas, and legal assistance.
• Comprehensive health, dental, vision, and life insurance for the employee and family.
• Education allowance for school and kindergarten fees.
• 21 working days of annual leave plus public holidays and fully paid leave policies.
• Employee share scheme and continuous learning opportunities.

Hiring process

• Intro call with Recruiter (30 minutes).
• English language assessment.
• Competency assessments.
• Technical interview (60 minutes).
• Behavioural interview (60 minutes).