# Customer Support Senior Associate (WPB Licensed)

> Zeal Group · Jakarta, Indonesia · Full-time · Posted 2026-07-27

**Workplace:** on_site

**Department:** Operations

## 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.

## Apply

[Apply at Zeal Group](https://apply.workable.com/zealgroup/j/740E35647A/apply)

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