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:
- 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.
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