Introduction
GraPARI Purwodadi, a strategic retail outlet of Telkomsel, 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, ensuring that every interaction reflects our commitment to excellence, reliability, and innovation in the telecommunications industry.
The ideal candidate will possess a minimum of an associate degree (D3/D4), demonstrate strong communication abilities in both Bahasa Indonesia and English, and thrive in a fast‑paced environment where analytical thinking and multitasking are essential.
Responsibilities
- Provide accurate information, respond to service requests, and resolve complaints related to Telkomsel’s products and services for all customers visiting GraPARI.
- Escalate unresolved issues through the appropriate “Cookies” ticketing system or other designated channels, ensuring timely hand‑off to specialized support functions.
- Deliver comprehensive Service Operation Support, including monitoring service levels, logging interactions, and following up on pending cases.
- Identify, document, and classify customer intentions or problems using the Telkomsel‑approved application, contributing to data‑driven insights for continuous improvement.
- Maintain a professional and courteous demeanor, representing Telkomsel’s brand values during every face‑to‑face and phone interaction.
- Collaborate with cross‑functional teams—sales, technical support, and marketing—to guarantee a seamless customer journey.
- Participate in regular training sessions and knowledge‑sharing workshops to stay current on product updates, promotional campaigns, and regulatory changes.
- Meet or exceed daily, weekly, and monthly performance targets, such as average handling time, first‑contact resolution, and customer satisfaction scores.
Requirements
- Minimum education: D3 (associate degree) in any discipline; D4 or higher is a plus.
- Excellent verbal and written communication skills in Bahasa Indonesia and a functional level of English.
- Ability to work independently as well as collaboratively within a team environment.
- Analytical mindset with strong attention to detail; capable of handling multiple tasks simultaneously.
- Proven problem‑solving abilities and a results‑oriented attitude.
- Strong public‑speaking and interpersonal skills, with a focus on service ethics and customer empathy.
- Flexibility to work Monday through Friday, 08:00 – 17:00.
- No upper age limit; all genders are welcome to apply.
Benefits
- Competitive salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick days, and public holidays.
- Professional development programs, including language courses and certification support.
- Employee assistance program (EAP) for personal and professional well‑being.
- Opportunities for career advancement within Telkomsel’s extensive network of retail and corporate roles.
- Modern work environment with access to the latest communication tools and technologies.
About Company
GraPARI (Gerai Penjualan dan Layanan Pelanggan Telkomsel) operates as the face of Telkomsel, Indonesia’s leading mobile network operator, across more than 2,500 locations nationwide. The Purwodadi outlet serves a vibrant community of both residential and business customers, offering a full suite of mobile plans, devices, and value‑added services.
Telkomsel is renowned for its robust network infrastructure, innovative digital solutions, and commitment to customer satisfaction. By joining GraPARI Purwodadi, you become part of a forward‑thinking organization that invests heavily in technology, employee growth, and community engagement. Our culture emphasizes integrity, teamwork, and a relentless focus on delivering superior service experiences.
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