Introduction
We are seeking a dynamic Customer Service Representative to join our GraPARI Kendari team, a key service hub for Telkomsel customers in the region. This full‑time position offers a vibrant workplace where you will directly impact customer satisfaction, support service operations, and help shape the brand experience for millions of mobile users across Indonesia.
Working Monday through Friday, 08:00‑17:00, you will be the frontline voice of Telkomsel, handling inquiries, resolving issues, and ensuring that every interaction reflects our commitment to excellence and innovation.
Responsibilities
- Provide accurate information, process requests, and resolve complaints related to Telkomsel services for both existing and prospective customers.
- Escalate complex or unresolved issues via the Cookies ticketing system or other designated channels to the appropriate functional teams.
- Support Service Operations by monitoring service health, reporting anomalies, and assisting in the coordination of corrective actions.
- Log customer intents, problems, and feedback in the designated Telkomsel application, ensuring data integrity and timely follow‑up.
- Collaborate with cross‑functional teams—including technical support, billing, and sales—to deliver seamless end‑to‑end service experiences.
- Maintain up‑to‑date knowledge of Telco products, promotional offers, and policy changes to provide proactive guidance.
- Identify trends in customer queries and suggest process improvements to senior management.
- Adhere to service level agreements (SLAs) and meet daily, weekly, and monthly performance targets.
Requirements
- Minimum education: D3/D4 (all majors) or equivalent.
- Strong verbal and written communication skills in both Bahasa Indonesia and English.
- Ability to work independently while also thriving in a collaborative team environment.
- Analytical mindset with attention to detail and the capacity to multitask under pressure.
- Customer‑centric attitude with a proven track record of meeting or exceeding targets.
- Basic computer literacy; comfortable using CRM systems, ticketing tools, and Microsoft Office.
- Flexibility to adapt to evolving processes and a fast‑paced telecommunications environment.
Benefits
- Competitive base salary with performance‑based incentives.
- Comprehensive health insurance (medical, dental, vision) for you and eligible dependents.
- Paid annual leave, public holidays, and sick leave.
- Professional development programs, including Telkomsel product training and soft‑skill workshops.
- Opportunities for career progression within GraPARI and the broader Telkomsel network.
- Employee assistance program and wellness initiatives.
- Modern office facilities in Kendari with a supportive, inclusive culture.
About Company
GraPARI is a leading retail and service partner of Telkomsel, Indonesia’s largest mobile network operator. With a strong presence across the archipelago, GraPARI delivers end‑to‑end customer experiences—from device sales to after‑sales support. Our Kendari branch serves as a strategic hub for the eastern region, connecting customers with reliable telecommunications services and innovative digital solutions. We pride ourselves on fostering a people‑first environment, empowering employees to grow professionally while contributing to the nation’s digital transformation.
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