Customer Support Specialist

XTB online investing; Jakarta Pusat; On-site; IDR 200,880,000 - 334,800,000; Full time

Job summary

XTB is seeking an Indonesian-speaking Customer Support specialist in Jakarta to provide high-quality assistance, perform KYC onboarding, and build trust-based relationships with clients. You will respond to inquiries via phone, chat, and email, and work with international teams to ensure seamless service delivery.

Ideal candidates have customer service experience and a good understanding of financial markets; English is a plus.

Qualifications

• Rotational shift availability 09:00–24:00.
• Strong multitasking and prioritisation skills.
• Excellent communication and interpersonal skills.
• Experience in customer service.
• Understanding of financial markets.
• English fluency is beneficial.

Responsibilities

• Provide high-quality customer support to Indonesian-speaking customers.
• Perform KYC and onboarding of new customers.
• Build and maintain long-term, trust-based relationships with customers.
• Respond to inquiries via phone, chat, and email in a timely and professional manner.
• Handle complaints by offering clear explanations and effective solutions.
• Monitor financial markets and stay informed about relevant developments.
• Update, verify, and maintain accurate client information in the CRM system.
• Collaborate with international branches and internal departments to ensure smooth service delivery.

Skills

Multitasking

Communication

Negotiation

Customer service

English (benefit)

Job description

XTB is a global company from the financial industry, focusing on online trading of financial instruments. We are the largest FinTech in Poland and a leader in Central and Eastern Europe, and the range of our operations covers several countries, including Asia and South America.

At XTB, we focus on the development of our employees, giving them opportunities to gain knowledge and skills in various fields, as well as offering a number of training and development programs. If you are looking for challenges and want to gain valuable experience in an international business environment, XTB is the right place for you.

Holder of the Wakil Pialang Berjangka (WPB) License is a must.

XTB is a global company from the financial industry, focusing on online trading of financial instruments. We are the largest FinTech in Poland and a leader in Central and Eastern Europe, and the range of our operations covers several countries, including Asia and South America.

At XTB, we focus on the development of our employees, giving them opportunities to gain knowledge and skills in various fields, as well as offering a number of training and development programs. If you are looking for challenges and want to gain valuable experience in an international business environment, XTB is the right place for you.

Holder of the Wakil Pialang Berjangka (WPB) License is a must.

Responsibilities

• Provide high-quality customer support to Indonesian-speaking customers.
• Perform KYC and onboarding of new customers.
• Build and maintain long-term, trust-based relationships with customers.
• Respond to inquiries via phone, chat, and email in a timely and professional manner.
• Handle complaints by offering clear explanations and effective solutions.
• Monitor financial markets and stay informed about relevant developments.
• Update, verify, and maintain accurate client information in the CRM system.
• Collaborate with international branches and internal departments to ensure smooth service delivery.

Requirements

• Availability to work in a rotational shift system (between 09:00 and 24:00).
• Strong multitasking abilities and effective prioritisation skills.
• Excellent communication, interpersonal, and negotiation skills.
• Previous experience in customer service.
• Understanding of the financial markets and the company's core business.
• Fluency in English would be a benefit

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.