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Customer Support Senior Associate (WPB Licensed)
Zeal Group · Jakarta, Indonesia
Sekilas tentang pekerjaan ini
Zeal Group mencari Customer Support Senior Associate untuk menangani layanan pelanggan dan informasi perdagangan. Posisi ini ditujukan bagi kandidat dengan pengalaman minimal satu tahun di layanan pelanggan, jasa keuangan, atau brokerage, serta sertifikasi WPB aktif; pekerjaan dilakukan di lokasi Jakarta.
Tugas utama
- Menangani pertanyaan pelanggan melalui live chat, email, dan telepon.
- Menjelaskan dokumen teregulasi dan informasi terkait perdagangan.
- Mendukung onboarding, verifikasi, akses akun, deposit, dan penarikan.
- Meneruskan kendala teknis, transaksi, kepatuhan, dan kebijakan ke tim terkait.
- Memantau kualitas layanan dan menyampaikan rekomendasi perbaikan pengalaman pelanggan.
Kualifikasi utama
- Sertifikasi WPB aktif dan valid; wajib.
- Warga Negara Indonesia (WNI).
- Minimal pendidikan D-III; pengalaman minimal satu tahun di layanan pelanggan, jasa keuangan, atau brokerage.
- Fasih berbahasa Indonesia dan mampu berkomunikasi dalam bahasa Inggris.
- Bersedia bekerja di lokasi Jakarta, termasuk shift, akhir pekan, dan hari libur nasional.
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs Zeal Group.
Deskripsi pekerjaan
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.
Lowongan ini diambil dari situs karier resmi Zeal Group. Lokr tidak memproses lamaran: kamu melamar langsung di situs perusahaan, dan info terbaru tentang lowongan ini ada di sana.