Complaints Specialist

About the role

Exness is seeking a Complaints Specialist to manage and resolve client complaints escalated from the customer support team. The role is based in the company’s Mauritius office and focuses on delivering timely, effective solutions to maintain high client satisfaction.

Key responsibilities

• Monitor and track client complaints, ensuring they are processed within the required timeframe.
• Report client requests related to order execution, partner rewards, and other relevant topics.
• Process complaints using all available platforms and respond after comprehensive review.
• Collaborate with other departments to resolve issues efficiently.
• Maintain and update a knowledge base with relevant content.
• Share knowledge with the Support team to reduce escalated complaints.
• Prepare significant reports for the line manager as needed.
• Conduct post‑complaint monitoring and re‑evaluate processes for continuous improvement.

Required profile

• Minimum 4 years of experience in Customer Service or Sales.
• Currently residing in Mauritius.
• Strong analytical skills and attention to detail.
• Ability to work under pressure.
• Advanced understanding of order processing.
• Good knowledge of company products and internal regulations.
• Self‑motivated, highly reliable, with excellent attendance.

Required skills

What we offer

• Competitive salary and annual performance bonus.
• Full relocation support for you and your family (flights, housing, visas, legal assistance).
• Top‑tier health insurance covering medical, dental, vision, mental health, and life insurance for the whole family.
• Unlimited learning opportunities, including external courses and English lessons.
• Education allowance for school and kindergarten fees.
• 21 working days of annual leave plus public holidays and fully paid sick, maternity, and paternity leave.
• Employee appreciation program with branded gifts, birthday days‑off, and celebration budgets.
• Team trips, global off‑sites, and an employee share scheme.