Customer Support Senior Associate (WPB Licensed)

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.