Introduction
GraPARI Sorong, a flagship retail outlet of Telkomsel, is seeking a motivated Customer Service Representative to join our dynamic team. Located in the vibrant city of Sorong, our GraPARI store serves as the primary touchpoint for Telkomsel’s millions of subscribers, delivering essential mobile and data services across Indonesia. As a frontline ambassador, you will play a crucial role in upholding Telkomsel’s reputation for reliability, innovation, and customer‑centric excellence in the fast‑evolving telecommunications industry.
Responsibilities
- Provide accurate information, process requests, and resolve complaints related to Telkomsel’s voice, data, and digital services for both existing and prospective customers.
- Log every customer interaction in the designated Telkomsel application, ensuring that all concerns, inquiries, and objectives are captured with precision and timeliness.
- Initiate and manage escalation procedures for issues that cannot be resolved through standard ticketing (Cookies) or other predefined channels, routing them to the appropriate internal functions for swift resolution.
- Support Service Operations by monitoring service quality metrics, identifying recurring problems, and suggesting process improvements that enhance overall customer experience.
- Conduct follow‑up communications to confirm that escalated issues have been resolved to the customer’s satisfaction, documenting outcomes for future reference.
- Collaborate with sales, technical, and marketing teams to ensure a seamless handoff of information and to promote cross‑functional solutions.
- Maintain up‑to‑date knowledge of Telkomsel’s product portfolio, promotional offers, and industry trends to provide informed recommendations.
- Participate in regular training sessions, team meetings, and performance reviews to continuously improve service delivery standards.
Requirements
- Minimum education: Bachelor’s degree (S1) in any discipline; a background in communications, business, or information technology is a plus.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English; ability to articulate complex technical concepts in a clear, customer‑friendly manner.
- Proven ability to work independently while also thriving in a collaborative team environment.
- Analytical mindset with strong attention to detail; capable of multi‑tasking and prioritizing workload under tight deadlines.
- Customer‑oriented attitude with a strong sense of empathy, patience, and professionalism.
- Demonstrated problem‑solving skills and the capacity to think critically when faced with ambiguous situations.
- Target‑driven approach with a track record of meeting or exceeding performance metrics.
- Basic computer literacy, including proficiency with CRM systems, Microsoft Office, and data entry tools.
- Flexibility to work Monday through Friday, 08:00 – 17:00, with occasional overtime during peak periods.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, public holidays, and sick days.
- Professional development opportunities, including certified customer service training and Telkomsel product workshops.
- Career progression pathways within GraPARI and the broader Telkomsel network.
- Employee discount on Telkomsel services and devices.
- Safe, modern work environment with supportive management and a culture that values diversity and inclusion.
About Company
GraPARI (Gerai Pari) stores are Telkomsel’s premier retail channels, offering a full suite of mobile telecommunications solutions, from prepaid and postpaid plans to smartphones and digital services. As part of Telkom Indonesia, the nation’s leading telecom operator, GraPARI embodies a commitment to technological advancement, community engagement, and exceptional customer service. Our Sorong location serves a diverse customer base, ranging from urban professionals to remote-area residents, making it an exciting hub for innovation and personal growth within the telecommunications sector.
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