Getting to Know KAI's Customer Service Mobile (CSM) Officers

There is a noticeable difference when visiting train stations during the Eid homecoming season. On regular days, passengers typically seek assistance from staff at the customer service counter. However, during the Eid travel period, customer service officers actively move around the station to assist passengers. These officers are known as Customer Service Mobile (CSM) personnel. KAI has deployed CSM officers across various Operational Areas (Daop) and Regional Divisions (Divre) to support the needs of travelers returning home for Eid by train.

CSM officers are responsible for providing customer service to train passengers. They proactively approach customers throughout the station to provide information about train journeys and other KAI services, ensuring passengers receive the assistance they need without having to visit the customer service desk.

KAI recruits CSM officers through its subsidiary, KAI Wisata, using a transparent and open recruitment process. After successfully passing the selection process, CSM officers participate in a one-day training program organized by KAI's Customer Care Unit. The training covers the scope of CSM responsibilities, the latest operational regulations, excellent customer service, and the use of the Access by KAI and KAI Pay applications. Following the classroom training, officers also undergo on-the-job training (OJT), which includes familiarization with station areas, train positioning, departure schedules, passenger facilities, and introductions to station personnel responsible for daily operations.

"During the 2024 Eid Transportation period, KAI deployed a total of 163 CSM officers. They were on duty from March 31 to April 21, 2024, and assigned to stations across Daop 1 Jakarta, Daop 2 Bandung, Daop 3 Cirebon, Daop 4 Semarang, Daop 5 Purwokerto, Daop 6 Yogyakarta, Daop 7 Madiun, Daop 8 Surabaya, Daop 9 Jember, and Divre I North Sumatra. The number of officers at each station was adjusted according to operational needs," said KAI Vice President of Public Relations Joni Martinus.

While on duty, CSM officers are required to report 30 minutes before their shift begins and wear the complete official uniform, including their shirt, identification card, and armband. They must also adhere to KAI's standard service procedures, known as the 7S principles: Smile, Greet, Salute, Politeness, Courtesy, Enthusiasm, and Readiness to Serve. Every interaction begins with a greeting, followed by offering assistance, and concludes with an expression of thanks. In addition, CSM officers are expected to proactively provide customers with accurate, clear, effective, and communicative information.

"They also assist passengers with a variety of needs, such as printing boarding passes, guiding passengers to their train once boarding begins, providing information about train positions on the designated tracks, and many other services. When issues arise, CSM officers communicate clearly with all relevant parties and work together to coordinate the necessary corrective actions. Proper follow-up and evaluation are essential to ensure customer satisfaction and minimize any negative impact," Joni explained.

The presence of CSM officers reflects KAI's commitment to improving customer satisfaction, particularly during the 2024 Eid transportation period, when stations experience a significant increase in passenger traffic.

"KAI remains committed to continuously improving customer service, and the deployment of CSM officers is one of the tangible steps toward that goal. CSM officers are more than just station staff—they are partners who help create a pleasant and meaningful travel experience for KAI customers," Joni concluded.