Introduction
GraPARI Jombang, a trusted retail partner of Telkomsel, is seeking a dynamic Customer Service Representative to join its front‑line team. This role is pivotal in delivering exceptional support to Telkomsel’s nationwide customer base, ensuring every inquiry, request, and complaint is handled with professionalism and speed. As the primary point of contact for both existing and prospective customers visiting the GraPARI outlet, you will play a key part in upholding the brand’s reputation for reliability and customer‑centric service.
Responsibilities
- Provide comprehensive information: Respond to customer questions about Telkomsel products, plans, and services, offering clear explanations in both Indonesian and English.
- Handle requests and complaints: Log, troubleshoot, and resolve service issues, guiding customers through troubleshooting steps or facilitating service upgrades.
- Escalate unresolved cases: When a problem cannot be solved through the standard ticketing system (e.g., Cookies), create detailed escalation tickets and forward them to the appropriate internal function.
- Support service operations: Assist the operations team with daily workflow, monitor service level agreements, and ensure that all customer interactions are documented in Telkomsel‑approved applications.
- Identify customer needs: Capture the purpose of each visit, record pain points, and suggest tailored solutions that align with Telkomsel’s product portfolio.
- Multi‑task in a fast‑paced environment: Balance phone, in‑store, and digital communication channels while maintaining accuracy and a high level of service quality.
Requirements
- Minimum education: Bachelor’s degree (any major) – strong academic foundation is valued.
- Excellent verbal and written communication skills in Bahasa Indonesia and English.
- Ability to work independently and collaboratively within a team setting.
- Analytical mindset with attention to detail; capable of handling multiple tasks simultaneously.
- Proven customer‑service orientation with a strong focus on meeting or exceeding targets.
- Adaptability to a structured schedule: Monday‑Friday, 08:00‑17:00.
- Positive attitude, ethical conduct, and a commitment to delivering high‑quality service experiences.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick days, and national holidays.
- Professional development opportunities, including training on Telkomsel products and soft‑skill workshops.
- Career progression pathways within GraPARI and the broader Telkomsel ecosystem.
- Employee assistance program and wellness initiatives.
- Convenient workplace located in Jombang with easy access to public transportation.
About Company
GraPARI (Gerai Pari) is a nationwide network of retail outlets that partner with leading telecommunications providers to bring digital services directly to consumers. Operating in Jombang, GraPARI serves as a strategic hub for Telkomsel, Indonesia’s largest mobile operator, delivering on‑the‑ground support, device sales, and service activation. The company prides itself on a customer‑first culture, leveraging technology and skilled personnel to create seamless experiences for millions of users across the archipelago. Joining GraPARI means becoming part of a forward‑thinking organization that values innovation, community impact, and employee growth.
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