Couriers urged to strengthen competencies amid e-commerce growth

The rapid growth of electronic commerce (e-commerce) in Indonesia is underscoring the importance of improving courier competencies to maintain service quality amid rising delivery volumes and increasingly complex challenges in the field. According to a report by the Institute for Development of Economics and Finance (INDEF) in May 2026, the number of businesses joining e-commerce platforms has surpassed 4.4 million units, reflecting the expanding digital trade ecosystem in the country. Harry Akbar, Director of Business Operations at SPX Express, said the surge in logistics activity means couriers are not only required to deliver packages on time but must also possess communication skills, understand service standards, and maintain professionalism when interacting with customers. He noted that various incidents occurring during the delivery process, ranging from disputes with customers to threats against couriers, highlight the importance of equipping workers with non-technical skills beyond operational capabilities. As part of efforts to improve human resource quality, SPX Express held a training programme titled ‘Kelas Super’, which was attended by hundreds of couriers from various regions both online and offline on 16 July 2026. During the training, participants received materials on service standards, professional conduct, customer communication techniques, and the use of educational centres within the courier application as a means of continuous learning. ‘This training is useful for me, as someone used to working in the field, from how to speak and deal with customers to how to provide more professional service when delivering packages. I now understand better that small things in customer interactions also affect service quality,’ said Rifki, a participant. According to the company, the training is part of a courier development programme that also includes welfare support, such as scholarships for the children of high-achieving couriers, opportunities for umrah pilgrimage, insurance protection, and various discounts for operational and daily needs. In recent years, the growth of e-commerce transactions in Indonesia has driven increased demand for logistics services, making the quality of human resources, particularly couriers as the front line of service, a key factor in maintaining customer satisfaction.