Customer Service Trainer

PT Citra Buana Prakarsa; Batam; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Horizon Fast Ferry is seeking a Customer Service Trainer to lead staff training at Harbour Bay Downtown. This role will design and deliver training for Horizon staff and counter staff, helping them meet service standards and handle customer interactions.

The position requires strong Bahasa Indonesia communication; English and Chinese are a plus. Travel between Batam and Singapore is expected as needed, and you will monitor Google reviews and report on service metrics to management.

Qualifications

• Minimum 5 years in customer service management or training.
• Proven experience designing and delivering staff training programs.
• Strong written and verbal communication in Bahasa Indonesia; English and Chinese a plus.
• Experience managing online reviews/reputation (e.g., Google Business reviews) preferred.
• Willingness to travel between Batam and Singapore as needed.

Responsibilities

• Design, deliver, and continuously improve customer service training programs for all staff within Harbour Bay Downtown, including Horizon Fast Ferry staff and counter staff.
• Train all current staff on customer service standards and procedures, in addition to onboarding new hires.
• Monitor, respond to, and manage customer feedback and reviews on our Google page.
• Monitor service quality and customer satisfaction through direct observation, feedback channels, and complaint resolution.
• Prepare and present a monthly customer service report, including key metrics, trends, incidents, and actionable recommendations to management.
• Develop and update customer service SOPs, scripts, and escalation procedures.
• Handle escalated customer complaints and service recovery situations.
• Identify service gaps and propose process or policy improvements.

Skills

Staff training design

Customer service leadership

Communication skills

Bahasa Indonesia

Travel flexibility

Job description

Horizon Fast Ferry is seeking a Customer Service Trainer to lead staff training within Harbour Bay Downtown. This role is responsible for training all staff at this location — including Horizon Fast Ferry staff and counter staff — and for managing customer feedback received through our Google page.

Key Responsibilities

• Design, deliver, and continuously improve customer service training programs for all staff within Harbour Bay Downtown, including Horizon Fast Ferry staff and counter staff
• Train all current staff on customer service standards and procedures, in addition to onboarding new hires
• Monitor, respond to, and manage customer feedback and reviews on our Google page
• Monitor service quality and customer satisfaction through direct observation, feedback channels, and complaint resolution
• Prepare and present a monthly customer service report, including key metrics, trends, incidents, and actionable recommendations to management
• Develop and update customer service SOPs, scripts, and escalation procedures
• Handle escalated customer complaints and service recovery situations
• Identify service gaps and propose process or policy improvements

Requirements

• Minimum 5 years of experience in customer service management or training
• Proven experience designing and delivering staff training programs
• Strong written and verbal communication skills (Bahasa Indonesia required; English and Chinese a plus)
• Experience managing online reviews/reputation (e.g., Google Business reviews) preferred
• Willingness to travel between Batam and Singapore as needed
• Strong interpersonal skills and a service-oriented mindset

Established in 1988, PT. Citra Buana Prakarsa is real estate development company which has been in the property development business for more than 20 years. The company and its subsidiaries have substantial interests in real estate and property developments including industrial estate (Citra Buana 1,2 & 3), residential housing, commercial (shopping mall, shophouse), domestic and international ferry terminal and hospitality (hotel & service apartment).

Established in 1988, PT. Citra Buana Prakarsa is real estate development company which has been in the property development business for more than 20 years. The company and its subsidiaries have substantial interests in real estate and property developments including industrial estate (Citra Buana 1,2 & 3), residential housing, commercial (shopping mall, shophouse), domestic and international ferry terminal and hospitality (hotel & service apartment).