Customer Service Trainer & Product Support (Mandarin Speaker)

Akulaku Group; Jakarta Pusat; On-site; IDR 60,000,000 - 90,000,000; Full time

Job summary

Akulaku Group in Jakarta is seeking a proactive trainer to analyze training needs and design programs for user behavior and product performance. You will deliver training in Bahasa Indonesia, English, and Mandarin, maintain materials and SOPs, and collaborate with Product, Operations, and CS teams to keep content aligned with product updates.

Fresh graduates are welcome; fluency in Mandarin and English is required; Fintech/e-commerce experience is a plus.

Qualifications

• Fresh graduates welcome; experience in Training or CS in Fintech/E‑commerce is a plus.

Responsibilities

• Analyze user behavior and product performance to identify training needs and provide effective product support solution.
• Deliver product and customer service training while developing and maintaining training materials, SOPs, and guidelines in Bahasa Indonesia, English, and Mandarin.
• Collaborate with Product, Operations, and Customer Service teams to ensure training content aligns with product updates and business requirements.
• Conduct training needs analysis, evaluate training effectiveness, and prepare training reports and performance insights.
• Continuously improve training programs, knowledge management systems, and customer service processes.

Skills

Strong communication

Presentation skills

Analytical thinking

Problem solving

Multilingual (Mandarin/English)

Education

Bachelor's degree in Chinese Language

Bachelor's degree in Chinese Literature

Bachelor's degree in Mandarin Education

Bachelor's degree in Translation

Bachelor's degree in Linguistics

Bachelor's degree in Communications

Bachelor's degree in Business

Job description

• Analyze user behavior and product performance to identify training needs and provide effective product support solution.
• Deliver product and customer service training while developing and maintaining training materials, SOPs, and guidelines in Bahasa Indonesia, English, and Mandarin.
• Collaborate with Product, Operations, and Customer Service teams to ensure training content aligns with product updates and business requirements.
• Conduct training needs analysis, evaluate training effectiveness, and prepare training reports and performance insights.
• Continuously improve training programs, knowledge management systems, and customer service processes.

• Bachelor's degree in Chinese Language, Chinese Literature, Mandarin Education, Translation, Linguistics, Communications, Business, or any related field.
• Fresh graduates are welcome to apply (Experience in Training, Customer Service, or Product Support within Financial Services and E-commerce industry is a plus).
• Fluent in Mandarin and English, both spoken and written (HSK 5 or above is preferred).
• Strong communication, presentation, analytical and problem solving skills with the ability to work in a fast-paced environment.
• Passionate about Financial Services and E-commerce industries, with experience studying or working in China considered a plus.