Customer Service Trainer

Job Summary :

Horizon Fast Ferry is seeking a Customer Service Trainer to lead staff training within Harbour Bay Downtown. This role is responsible for training all staff at this location — including Horizon Fast Ferry staff and counter staff — and for managing customer feedback received through our Google page.

Key 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

Requirements :

• Minimum 5 years of experience in customer service management or training
• Proven experience designing and delivering staff training programs
• Strong written and verbal communication skills (Bahasa Indonesia required; 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
• Strong interpersonal skills and a service-oriented mindset