Customer Support Senior Associate (WPB Licensed)

About this role

The successful candidate will handle customer inquiries through live chat, email, and phone; explain regulated documents and trading-related information; support onboarding, verification, account access, deposits, withdrawals, and platform inquiries; and coordinate the escalation of technical, transactional, compliance, and policy-related issues.

Key responsibilities

• Handle customer inquiries in a timely, accurate, and professional manner.
• Explain regulated documents, including Risk Disclosure Statements, Futures Contracts, Sharia Derivative Contracts, Trading Rules, Transaction Mechanisms, and Mandate Agreements.
• Support customer onboarding, verification, account access, deposits, withdrawals, and platform-related inquiries.
• Escalate technical, transactional, compliance, and policy-related issues to the appropriate teams.
• Monitor service quality against established KPIs and SOPs.
• Consolidate customer feedback and provide actionable recommendations for product, process, and customer-experience improvements.
• Collaborate closely with Operations, Compliance, Product, Technical Support, and Finance or Transaction Operations.

Requirements

• Valid and active WPB (Wakil Pialang Berjangka) certification is mandatory.
• Indonesian citizen (WNI).
• Minimum Diploma D-III qualification; a bachelor’s degree is preferred.
• At least 1 year of experience in customer service, financial services, or a brokerage environment.
• Fluent in Bahasa Indonesia and proficient in written and spoken English.
• Strong customer-service capability and a customer-centric mindset.
• Strong communication, interpersonal, problem-solving, and attention-to-detail skills.
• Able to explain regulated products and documents clearly and accurately.
• Comfortable supporting customers through live chat, email, and telephone channels.
• Familiarity with customer account systems, CRM or ticketing systems, and trading platforms.
• Experience with Zendesk or equivalent, MT4, or MT5 is an advantage.
• Comfortable using Microsoft Office Workspace, Microsoft Teams, Loop, and Lark.
• Able to work independently and collaborate with Operations, Compliance, Product, Technical, and Finance teams.
• Able to work on-site in Jakarta, including shift, weekend, and public-holiday coverage.
• Must have a clean professional, criminal, and regulatory record and must not be under investigation by Bappebti or the Police.

Benefits

• Competitive gross monthly salary, depending on experience.
• BPJS Kesehatan.
• BPJS Ketenagakerjaan.
• Annual leave in accordance with Indonesian employment law.
• Annual performance bonus may be provided subject to company policy and individual KPI achievement.
• Permanent employment (PKWTT), subject to a three-month probation period.