Training & People Management Staff (Customer Service Team)

Training & People Management Staff (Customer Service Team)

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Human Resources

Industry: Internet Publishing

Moladin is Indonesia’s leading mobility fintech platform with end-to-end financing solutions for all players in the used car and EV ecosystem. Moladin empowers its rapidly growing network of more than 26,000 active used car agents and dealer MSMEs, and provides used car consumers with better financing access through digitized loan underwriting. This is supported by its strong used car capabilities with branches and warehouses covering more than 100 cities, industry-leading AI / IoT and partnerships with all top auto financing companies across Indonesia, and also through its OJK-regulated multi-finance company PT Moladin Finance Indonesia. Moladin’s vision is to be a positive driving force in the physical and social mobility of all the people it touches (“Mobility for all”).

Responsibilities

Manage hiring process for CSCX agents: screening, interviews, and coordination with HR

Ensure timely onboarding and orientation for new hires

Maintain hiring pipelines and reports

Conduct onboarding training and refresher training programs

Keep training materials, SOPs, and knowledge base up to date

Monitor and evaluate training effectiveness and adjust based on feedback or performance trends

Track attendance, productivity, and quality performance of CSCX team members

Flag underperformance and coordinate coaching or retraining sessions as needed

Work with Team Leads and QA to enforce service quality standards

Coordinate with HR to handle contract end discussions, extensions, or terminations

Ensure compliance with exit procedures

Act as a bridge between CSCX, HR, QA, and Operations teams

Support team leads with people-related concerns and planning

Requirements

Experience in people operations, HR coordination, customer service team management or trainer

Strong understanding of recruitment, training, and performance management processes

Excellent interpersonal and conflict-resolution skills

Able to handle sensitive employee matters with professionalism and discretion

Familiarity with Google Workspace, Excel, and basic HR/recruitment platforms

Comfortable working in a dynamic, fast-paced environment

Open to contract-based work, with the potential to extend based on performance and business needs

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