Customer Support Senior Associate (WPB Licensed)

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