Senior Customer Support Specialist — Trading & Onboarding

Zeal Group; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Benefits offered by this job

BPJS Kesehatan

BPJS Ketenagakerjaan

Annual leave as per Indonesian law

Annual performance bonus (subject toKP

Permanent employment (PKWTT) with 3‑mo

On-site in Jakarta

Job summary

Zeal Group in Jakarta is seeking a customer service professional to handle inquiries via live chat, email, and phone. You will explain regulated documents and trading-related information, assist with onboarding, verification, and account access, and escalate issues to the appropriate teams.

The role requires 1+ year in financial services or brokerage, WPB certification, and fluency in Bahasa Indonesia and English. On-site in Jakarta with shift, weekend, and public-holiday coverage is expected.

Qualifications

• Valid and active WPB 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.

Responsibilities

• 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.
• Escalate technical, transactional, compliance, and policy-related issues to the appropriate teams.
• Monitor service quality against KPIs and SOPs.
• Consolidate customer feedback and provide actionable recommendations for product, process, and customer-experience improvements.
• Collaborate with Operations, Compliance, Product, Technical Support, and Finance or Transaction Operations.

Skills

Customer service

Communication

Problem solving

Attention to detail

Live chat

CRM systems

Zendesk

MT4/MT5

Microsoft Office

Microsoft Teams

Education

Diploma D-III

Bachelor's degree preferred

Tools

Zendesk

MT4

MT5

CRM systems

Microsoft Office

Microsoft Teams

Loop

Lark

Job description

Zeal Group in Jakarta is seeking a customer service professional to handle inquiries via live chat, email, and phone. You will explain regulated documents and trading-related information, assist with onboarding, verification, and account access, and escalate issues to the appropriate teams.

The role requires 1+ year in financial services or brokerage, WPB certification, and fluency in Bahasa Indonesia and English. On-site in Jakarta with shift, weekend, and public-holiday coverage is expected.