Couriers urged to strengthen competencies amid e-commerce growth
Jakarta (ANTARA) - The rapid growth of electronic commerce (e-commerce) in Indonesia is driving 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 growing digital trade ecosystem in Indonesia.
Harry Akbar, Business Operations Director at SPX Express, said that increased logistics activity means couriers are required not only to deliver packages on time, but also to possess communication skills, understand service standards, and maintain professionalism when interacting with customers.
He said various incidents during the delivery process, ranging from disputes with customers to threats against couriers, demonstrate the importance of non-technical skills training in addition to operational capabilities.
As an effort to improve human resource quality, SPX Express held training titled “Kelas Super” (Super Class), attended by hundreds of couriers from various regions online and offline on 16 July 2026.
In the training, participants received material on service standards, professional conduct, techniques for communicating with customers, and the use of the education centre within the courier application as a means of continuous learning.
“This training is useful for someone like me who is used to working in the field, from how to speak to and face customers to delivering a more professional service when delivering packages. I now better understand that small things in customer interactions also affect service quality,” said Rifki.
According to the company, the training forms part of a courier development programme that also includes welfare support, such as scholarships for high-achieving couriers’ children, umrah pilgrimage opportunities, insurance protection, and various discounts for operational and daily needs.
In recent years, the growth of e-commerce transactions in Indonesia has also driven increased demand for logistics services. This situation makes the quality of human resources, particularly couriers as the front line of service, one of the important factors in maintaining customer satisfaction.