Customer Support Senior Associate (WPB Licensed)

Zealgroup; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Benefits offered by this job

Competitive gross monthly salary

BPJS Kesehatan

BPJS Ketenagakerjaan

Annual leave

Annual performance bonus possible

Permanent employment (PKWTT)

Job summary

Zealgroup in Jakarta is seeking a customer service specialist to handle live chat, email, and phone inquiries, explain regulated documents, and support onboarding and account access. The role requires WPB certification, Indonesian citizenship, and at least one year in financial services; fluency in Indonesian and English is essential. On-site work with shift coverage; competitive gross salary and benefits including BPJS and annual leave.

Qualifications

• Must hold valid WPB certification and be an Indonesian citizen (WNI).
• Diploma D-III minimum; bachelor’s degree preferred.
• At least 1 year in customer service, financial services, or brokerage.
• Fluent in Bahasa Indonesia and proficient in written and spoken English.
• Ability to explain regulated documents and trading products clearly.
• Experience with Zendesk, MT4/MT5 is a plus.
• Experience with CRM or ticketing systems and MS Office/Teams.

Responsibilities

• Handle inquiries via live chat, email, and phone in a timely, professional manner.
• Explain regulated documents and trading information clearly.
• Assist onboarding, verification, account access, deposits, withdrawals, and platform queries.
• Escalate technical, transactional, compliance, and policy issues to proper teams.
• Monitor KPIs and SOPs to maintain service quality.
• Collect customer feedback and suggest product/process improvements.
• Collaborate with Operations, Compliance, Product, Technical Support, and Finance.

Skills

WPB certification

Customer service

English proficiency

Attention to detail

Education

Diploma D-III

Bachelor’s degree preferred

Tools

Zendesk

MT4/MT5

CRM systems

MS Office

Microsoft Teams

Loop

Lark

Job description

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.