Customer Service Training Lead | Onboarding & Quality

PT Citra Buana Prakarsa

Batam

On-site

IDR 66,960,000 - 100,440,000

Full time

14 days+

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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.