Introduction
GraPARI Cianjur Sukanagara is seeking a motivated Customer Service Representative to join our dynamic team. This role serves as the frontline liaison between Telkomsel’s extensive customer base and the company’s service ecosystem. Located in the bustling district of Cianjur, the successful candidate will be responsible for delivering prompt, accurate, and courteous support to both existing and prospective Telkomsel customers. The position offers a full‑time schedule from Monday to Saturday, 08:00 – 17:00, providing an excellent opportunity to develop a career in telecom customer experience while contributing to the growth of one of Indonesia’s leading mobile network operators.
Responsibilities
- Respond to inbound inquiries, requests, and complaints regarding Telkomsel services, ensuring each interaction is handled with professionalism and empathy.
- Document customer issues in the designated Telkomsel application, capturing key details such as the nature of the problem, customer expectations, and any relevant account information.
- Escalate unresolved or complex cases through the proper channels, including the Cookies ticketing system or other specified media, to ensure timely resolution by specialized functions.
- Provide Service Operation Support by monitoring service levels, reporting trends, and assisting with the implementation of process improvements.
- Collaborate with cross‑functional teams—including technical support, sales, and management—to deliver a seamless customer journey.
- Maintain up‑to‑date knowledge of Telkomsel product portfolios, promotions, and policy changes to accurately advise customers.
- Identify opportunities to upsell or cross‑sell relevant Telkomsel services based on customer needs and usage patterns.
- Track personal and team performance against established service targets and KPIs, proactively seeking ways to exceed expectations.
Requirements
- Minimum education: Bachelor’s degree (S1) in any discipline.
- Must reside within the designated placement area or be willing to relocate to Cianjur.
- Strong customer‑oriented mindset with a proven ability to communicate clearly and courteously.
- Excellent verbal and written communication skills in Bahasa Indonesia; proficiency in English is required.
- Ability to work both independently and as part of a collaborative team environment.
- Analytical thinking, attention to detail, and the capacity to manage multiple tasks simultaneously.
- Target‑driven attitude with a track record of meeting or surpassing performance goals.
- Basic computer literacy, including familiarity with CRM tools and ticketing systems.
- Flexibility to adapt to evolving service procedures and technology updates.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Transportation allowance and meal vouchers to support daily commuting.
- Opportunities for professional development through Telkomsel’s training academies and certification programs.
- Paid annual leave, public holidays, and additional leave for special occasions.
- Employee assistance program offering counseling, financial advice, and wellness resources.
- Recognition awards for outstanding customer service and sales achievements.
About Company
GraPARI (Gerakan Peduli dan Penyaluran) is a trusted partner of Telkomsel, Indonesia’s leading telecommunications provider. Operating across the country, GraPARI delivers frontline retail and support services that bring Telkomsel’s digital solutions directly to consumers. Our Cianjur Sukanagara outlet is part of a nationwide network that emphasizes community engagement, digital inclusion, and exceptional service standards. By joining our team, you become part of a vibrant ecosystem that empowers millions of Indonesians to stay connected, access digital services, and enjoy a seamless mobile experience.
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