Introduction
GraPARI Rancaekek, a strategic retail outlet for Telkomsel, is seeking an enthusiastic and customer‑focused individual to join our team as a Customer Service Representative (CSR). This role is the front line of our service network, handling inquiries, requests, and complaints from Telkomsel’s diverse subscriber base. The ideal candidate will possess strong communication skills, a keen analytical mindset, and the ability to thrive in a fast‑paced environment while delivering exceptional service standards.
Responsibilities
- Provide accurate information, process requests, and resolve complaints related to Telkomsel’s mobile and data services for all customers visiting the GraPARI outlet.
- Escalate complex issues that cannot be settled through the standard ticketing system (e.g., Cookies) to the appropriate functional teams, ensuring timely follow‑up and closure.
- Support daily service operations, including monitoring service queues, updating status reports, and coordinating with back‑office teams to maintain smooth workflow.
- Identify and document the purpose or problem of each customer interaction in the designated Telkomsel application, capturing key details for analysis and continuous improvement.
- Maintain a proactive approach to meet service level agreements (SLAs) and internal performance targets, contributing to overall customer satisfaction scores.
- Collaborate with colleagues across sales, technical support, and marketing to ensure a seamless customer journey from inquiry to resolution.
- Participate in regular training sessions and knowledge‑sharing meetings to stay updated on the latest Telnetsel product offerings, promotions, and policy changes.
Requirements
- Minimum bachelor’s degree (S1) in any discipline with a GPA of at least 3.00.
- Strong target‑oriented mindset with a proven ability to achieve performance metrics.
- Excellent verbal and written communication skills in Bahasa Indonesia and functional English.
- Ability to work independently while also thriving in a collaborative team environment.
- Analytical and detail‑oriented thinking; capable of handling multiple tasks simultaneously without compromising quality.
- Customer‑centric attitude, demonstrating empathy, patience, and a solutions‑focused approach.
- Flexibility to work Monday through Saturday, from 08:00 to 17:00.
- Proficiency with CRM tools, ticketing systems, and basic computer applications (MS Office, internet browsers).
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave and additional holidays in line with Indonesian labor regulations.
- Opportunities for professional development, including certifications and internal training programs.
- Employee discount on Telkomsel services and devices.
- Supportive work environment with modern facilities at the Rancaekek location.
- Transportation allowance or company‑provided shuttle service for convenient commuting.
About Company
GraPARI (Graha Pariwisata) Rancaekek is a flagship retail hub for Telkomsel, Indonesia’s leading telecommunications provider. Located in the vibrant district of Rancaekek, the outlet serves as a critical touchpoint for customers seeking mobile plans, device upgrades, and technical support. GraPARI emphasizes a customer‑first philosophy, leveraging cutting‑edge technology and a highly trained staff to deliver seamless, high‑quality service experiences. Joining GraPARI means becoming part of a dynamic organization committed to digital inclusion, innovation, and the continuous growth of Indonesia’s telecom ecosystem.
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