Customer Support Senior Associate (WPB Licensed)
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Before you apply
LocationJakarta, Jakarta, Indonesia
Work modeon-site
Typefull-time
SenioritySenior
Experience1+ yrs
DepartmentOperations
Company size501–1,000 people
PostedJul 27, 2026 · 3mo ago
Verified live23h ago
At a glanceSummarised by Seekless from the posting.
Valid and active WPB (Wakil Pialang Berjangka) certification is mandatory
Minimum Diploma D-III qualification
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
Comfortable using Microsoft Office Workspace, Microsoft Teams, Loop, and Lark
Able to work independently and collaborate with Operations, Compliance, Product, Technical, and Finance teams
Bachelor’s degree is preferred
Experience with Zendesk or equivalent, MT4, or MT5 is an advantage
Indonesian citizen (WNI)
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
Skills
Zendesk
MT4
MT5
Microsoft Office
Microsoft Teams
Loop
Lark
Benefits
Health insurance
Retirement plan
Annual leave
Performance bonus
About the 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:
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Handle customer inquiries in a timely, accurate, and professional manner.
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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.
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Consolidate customer feedback and provide actionable recommendations for product, process, and customer-experience improvements.
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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.