Customer Services Development & Trainer

Deskripsi Pekerjaan

Kualifikasi

• Bachelor's Degree in Communication, 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
• ⁠⁠Proactive, collaborative, and passionate about people development and building a customer-centric culture

Tanggung Jawab

• ⁠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 r
• 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