Trainer & QA Customer Service E-commerce (English Speakers)

PT Indotel Maju Bersama; Daerah Istimewa Yogyakarta; On-site; IDR 108,000,000 - 144,000,000; Full time

Job summary

PT Indotel Maju Bersama in Yogyakarta seeks an experienced Trainer & QA Customer Service E-commerce (English Speakers) to lead training and quality assurance across our e-commerce support channels. This full-time role focuses on building capable agents and upholding service standards.

You will design training curricula, conduct QA evaluations, coach staff, and track KPIs to drive continuous improvement and customer satisfaction in a fast-paced call centre environment.

Qualifications

• Fluent English speaker with excellent written and verbal communication.
• 1–2 years in customer service, call centre, training, or QA roles.
• Proven experience in designing and delivering customer service training.
• Experience in quality monitoring, evaluation, and coaching.
• Knowledge of e-commerce platforms and CS channels (phone, chat, email).
• Strong ability to analyze performance data and identify trends.
• Excellent presentation and interpersonal skills for training diverse teams.
• Proficiency with customer service software, LMS, and MS Office.
• Problem-solving mindset for fast-paced environments.

Responsibilities

• Design, develop, and deliver training programmes for customer service representatives across ecommerce platforms and channels
• Conduct QA assessments of customer service interactions, including call monitoring, chat reviews, and email evaluations
• Provide constructive feedback to team members based on QA findings and coaching observations
• Identify performance gaps and develop targeted improvement plans for individual representatives and team groups
• Create and maintain training documentation, standard operating procedures (SOPs), and quality standards guidelines
• Monitor and analyse key performance indicators (KPIs) such as customer satisfaction scores, first contact resolution rates, and average handling times
• Conduct refresher training sessions and ensure ongoing compliance with company policies and procedures
• Collaborate with management to implement process improvements and best practices within the customer service team
• Conduct new hire onboarding and induction training programmes
• Prepare training reports and quality metrics for senior management review

Skills

Training design

Quality assurance

Coaching

Data analysis

English communication

E-commerce familiarity

Presentation skills

MS Office proficiency

Tools

LMS (Learning Management System)

Microsoft Office

Job description

About the role

PT Indotel Maju Bersama is seeking an experienced Trainer & QA Customer Service E-commerce (English Speakers) to join our dynamic call centre and customer service team. This is a full-time position based in Yogyakarta. In this strategic role, you will be responsible for training customer service representatives and ensuring quality assurance standards are met across our e-commerce customer service operations. You will play a crucial part in developing our team's capabilities, maintaining service excellence, and driving continuous improvement in customer satisfaction metrics.

Key responsibilities

• Design, develop, and deliver comprehensive training programmes for customer service representatives across various e-commerce platforms and channels
• Conduct quality assurance (QA) assessments of customer service interactions, including call monitoring, chat reviews, and email evaluations
• Provide constructive feedback to team members based on QA findings and coaching observations
• Identify performance gaps and develop targeted improvement plans for individual representatives and team groups
• Create and maintain training documentation, standard operating procedures (SOPs), and quality standards guidelines
• Monitor and analyse key performance indicators (KPIs) such as customer satisfaction scores, first contact resolution rates, and average handling times
• Conduct refresher training sessions and ensure ongoing compliance with company policies and procedures
• Collaborate with management to implement process improvements and best practices within the customer service team
• Conduct new hire onboarding and induction training programmes
• Prepare training reports and quality metrics for senior management review

What we’re looking for

Language proficiency: Fluent English speaker with excellent written and verbal communication skills

Experience: Minimum 1-2 years of experience in customer service, call centre operations, training, or quality assurance roles

Training expertise: Proven experience in designing and delivering training programmes to customer service teams

Quality assurance knowledge: Demonstrated experience in quality monitoring, evaluation, and coaching within a customer service environment

E-commerce familiarity: Knowledge of e-commerce platforms, customer service channels (phone, chat, email), and related systems

Analytical skills: Strong ability to analyse performance data, identify trends, and make recommendations for improvement

Communication abilities: Excellent presentation and interpersonal skills with the ability to train, coach, and mentor diverse teams

Technical proficiency: Competence with customer service software, learning management systems (LMS), and Microsoft Office applications

Problem-solving mindset: Ability to identify issues and develop practical solutions in a fast-paced environment