Introduction
GraPARI Pekanbaru, an authorized Tel‑Telkomsel retailer, is seeking enthusiastic and customer‑focused individuals to join our team as Customer Service Representatives. This frontline role is critical for maintaining Telkomsel’s reputation for reliable, high‑quality service across Indonesia. As a CSR, you will interact directly with Telkomsel’s diverse subscriber base, addressing inquiries, resolving issues, and ensuring every customer leaves the GraPARI outlet with a positive experience.
Responsibilities
- Provide accurate information, process requests, and handle complaints regarding Telkomsel services for all customers visiting the GraPARI store.
- Escalate unresolved issues using the designated Cookies ticketing system or other approved channels, ensuring timely hand‑off to the appropriate functional team.
- Support Service Operations by monitoring service levels, documenting incidents, and contributing to continuous‑improvement initiatives.
- Identify and record customer goals, pain points, and potential sales opportunities in the Telkomsel‑approved application, helping the sales team target the right solutions.
- Maintain a professional and courteous demeanor at all times, adhering to GraPARI’s service standards and Telkomsel’s brand guidelines.
- Collaborate with teammates to share best practices, troubleshoot complex cases, and achieve collective performance targets.
- Participate in regular training sessions to stay up‑to‑date on new Telkomsel products, promotions, and system updates.
Requirements
- Minimum education: Diploma (D3) or higher in any field.
- Strong verbal communication skills in both Bahasa Indonesia and English; clear articulation and persuasive speaking are essential.
- Ability to work independently while also thriving in a collaborative team environment.
- Analytical mindset with attention to detail; capable of handling multiple tasks simultaneously without compromising quality.
- Target‑oriented attitude with a proven willingness to meet or exceed performance metrics.
- Flexibility to work Monday through Saturday, 08:00 – 17:00.
- Professional demeanor, ethical service conduct, and a genuine passion for helping customers.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave and statutory holidays.
- Opportunities for career advancement within GraPARI and Telkomsel’s broader network.
- Continuous learning programs, including product certification and soft‑skill workshops.
- Employee discount on Telkomsel devices, accessories, and mobile plans.
- Supportive work environment with modern facilities and a friendly team culture.
About Company
GraPARI is a leading retail partner of Telkomsel, Indonesia’s largest telecommunications operator. With a network of stores across the country, GraPARI delivers seamless connectivity solutions, ranging from prepaid and postpaid mobile plans to smartphones, data packages, and value‑added services. Our mission is to bring innovative digital experiences to every Indonesian household, and we achieve this through a combination of knowledgeable staff, state‑of‑the‑art technology, and a customer‑centric philosophy. As part of the GraPARI family, you will be instrumental in shaping the digital future of the Pekanbaru region while enjoying a supportive workplace that values growth, integrity, and excellence.
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