Trainer Customer Service (Bahasa Melayu/Malay)

TP; Sleman; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Teleperformance Indonesia - Yogyakarta Site (Sleman City Hall) is hiring a Customer Service Trainer to onboard and upskill agents for a premier global transportation platform. The role emphasizes adult learning, facilitation, and operational excellence.

The candidate should have 1–2 years in a BPO trainer role, strong English and conversational Bahasa Melayu, and be willing to work on-site in Sleman City Hall, Yogyakarta, with potential travel to Malaysia as needed.

Qualifications

• Diploma (D3) or bachelor's degree (S1) in any major.
• 1–2 years of Trainer/Assistant Trainer experience in a BPO/CC environment.
• Strong public speaking, coaching, analytical and classroom management abilities.

Responsibilities

• Delivery of end-to-end New Hire Training (NHT) and onboarding for agents.
• Adapt and maintain training materials, SOPs and quick-reference guides.
• Evaluate trainee performance with quizzes and mock calls; provide refresher training.
• Collaborate with QA, Operations and client reps to align training with KPIs.
• Provide floor support and coaching during nesting to ensure smooth live operation.

Skills

Public speaking

Coaching

Analytical

Classroom management

Education

Diploma or Bachelor's degree

Job description

We are seeking a dedicated and dynamic Customer Service Trainer to join our team at Teleperformance Indonesia - Yogyakarta Site (Sleman City Hall). In this role, you will be responsible for onboarding, training, and upskilling customer service representatives dedicated to a premier global transportation platform.

If you have a strong background in adult learning, excellent facilitation skills, and a passion for operational excellence, we would love to hear from you.

Key Responsibilities

• Training Delivery & Onboarding: Conduct end-to-end New Hire Training (NHT), product knowledge modules, soft skills development, and system navigation for customer service agents.
• Curriculum & Content Management: Adapt and maintain training materials, quick-reference guides, and standard operating procedures (SOPs) aligned with client guidelines.
• Performance Evaluation & Upskilling: Assess trainee performance through quizzes, mock calls, and operational readiness evaluations; deliver targeted refresher training for bottom performers.
• Stakeholder & Client Collaboration: Partner closely with Quality Assurance (QA), Operations, and client representatives to identify skill gaps and align training strategies with account KPIs.
• Flooring & Nesting Support: Provide active floor support and coaching during the nesting phase to ensure a smooth transition from classroom to live operations.

What We Are Looking For

• Language Proficiency: Good English communication skills and able to understand/communicate in Bahasa Melayu/Malay language at a conversational-Professional level.
• Experience: Minimum 1-2 years of experience as a Trainer or Assistant Trainer in a BPO / Contact Center environment (experience in transportation or delivery operations is a plus).
• Education: Minimum Diploma (D3) or bachelor's degree (S1) in any major.
• Core Skills: Exceptional public speaking, coaching, analytical, and classroom management abilities.

Availability & Mobility:

• Must be willing to join by October 5th.
• Possibility to travel/undergo training in Malaysia as required by the client.
• Willing to work on-site at Sleman City Hall, Yogyakarta under a shifting schedule (including weekends and public holidays).