Introduction
GraPARI Bulukumba, a strategic retail outlet of Telkomsel, is seeking an enthusiastic Customer Service Representative to join our front‑line team. This role is pivotal in delivering exceptional support to Telkomsel customers, handling inquiries, resolving issues, and ensuring a seamless experience across all service channels. The successful candidate will operate in a dynamic environment, collaborating with both internal support functions and external partners while representing the Telkomsel brand with professionalism and empathy.
Responsibilities
- Provide accurate information, process requests, and address complaints related to Telkomsel services for all customers visiting the GraPARI outlet.
- Log each customer interaction in the designated Telkomsel application, capturing key details such as the nature of the inquiry, customer intent, and any follow‑up actions required.
- Escalate unresolved issues via the Cookies ticketing system or other specified media to the appropriate functional teams, ensuring timely resolution and clear communication back to the customer.
- Support Service Operations by monitoring daily performance metrics, identifying patterns in customer feedback, and suggesting process improvements.
- Collaborate with the sales and technical teams to verify service eligibility, assist with activation procedures, and provide post‑sale support.
- Maintain up‑to‑date knowledge of Telkomsel product offerings, promotional campaigns, and regulatory requirements to offer informed guidance.
- Handle multiple customer interactions simultaneously while maintaining a high level of detail orientation and accuracy.
- Participate in regular training sessions and knowledge‑sharing meetings to continuously enhance service quality.
Requirements
- Minimum education: D3/D4 (any major) with a strong academic record.
- Excellent verbal and written communication skills in Bahasa Indonesia and proficient English language ability.
- Demonstrated ability to work independently as well as collaboratively within a team-oriented environment.
- Analytical mindset with strong problem‑solving capabilities and a keen eye for detail.
- Ability to multitask effectively, prioritize competing demands, and meet established service level agreements.
- Customer‑focused attitude with proven public communication and interpersonal skills.
- Flexibility to work Monday through Friday, 08:00 – 17:00, with occasional overtime during peak periods.
- Familiarity with CRM tools, ticketing systems (such as Cookies), and basic office software is an advantage.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health and dental insurance coverage.
- Opportunities for professional development through Telkomsel’s internal training programs.
- Career advancement pathways within the GraPARI network and broader Telkomsel ecosystem.
- Employee assistance programs, including counseling and wellness initiatives.
- Paid annual leave, sick leave, and public holiday benefits.
- Employee discounts on Telkomsel products and services.
About Company
GraPARI (Gerakan Prasarana dan Akses Ritel Indonesia) operates a nationwide chain of retail outlets that serve as the face of Telkomsel’s consumer services. With a focus on delivering high‑quality, customer‑centric experiences, GraPARI locations provide product sales, activation, billing assistance, and after‑sales support. As part of Indonesia’s leading telecommunications provider, Telkomsel, GraPARI benefits from robust network infrastructure, innovative digital solutions, and a commitment to expanding connectivity across the archipelago. Joining GraPARI Bulukumba means becoming part of a vibrant community that values integrity, innovation, and the empowerment of both customers and employees.
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