Customer Service Training & Development Lead

SAMIR

Jakarta Selatan

On-site

IDR 200,880,000 - 334,800,000

Full time

14 days+

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Job summary

SAMIR is seeking a Customer Services Development & Trainer to build knowledge, skills, and a service mindset across the Customer Service teams through effective training programs and continuous performance development.

You will identify training needs, design and deliver onboarding and product knowledge, maintain materials and SOPs, and collaborate with Legal, Compliance, QA, Product, and Data teams to keep content accurate and aligned with regulations.

Qualifications

Bachelor's Degree in communications, psychology, education, business management, or a related field.
Minimum 4 years of experience as a Customer Service Trainer, Learning & Development Specialist, or similar role.
Experience in fintech, banking, financial services, e-commerce, or other customer-facing industries is preferred.
Strong understanding of Customer Service operations, customer experience, complaint handling, and service excellence.
Proven ability to design and deliver training programs, develop learning materials, and manage onboarding initiatives.
Excellent presentation, facilitation, coaching, communication, and analytical skills.

Responsibilities

Identify training and development needs by collaborating with Customer Service leaders and cross-functional stakeholders.
Design, develop, and deliver comprehensive training programs, including New Employee Onboarding, Product Knowledge, Customer Service Skills, Complaint Handling, Soft Skills, and Refresher Training.
Manage Customer Service knowledge by researching updated POJK regulations, industry best practices, and competitor benchmarks, then translate insights into improvements for training content, knowledge resources, and operational processes.
Develop, maintain, and continuously improve training curriculum, learning paths, competency frameworks, training materials, SOPs, knowledge base articles, and other learning resources to ensure alignment with business processes, products, and regulatory requirements.
Review, develop, and optimize customer communication templates, complaint handling scripts, and customer interaction guidelines to ensure consistent service quality while fostering a customer-centric mindset and service excellence culture.
Measure training effectiveness through assessments, quality assurance results, customer feedback, and operational performance metrics, then identify performance gaps and recommend appropriate learning interventions for continuous improvement.
Collaborate with Customer Service, Quality Assurance, Product, Data Analyst, Legal, and Compliance teams to ensure all training content and operational guidelines remain accurate, relevant, and up to date.
Maintain training records, employee competency assessments, certifications, and development progress, while preparing regular training reports and recommendations to enhance training effectiveness and customer service quality.