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 RESPONSIBILITIYClient Complaints ManagementReceive, 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 OperationsManage 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.