Introduction
GraPARI Manado, a key retail outlet for Telkomsel, is seeking enthusiastic and customer‑focused individuals to join our team as Customer Service Representatives. In this role you will be the primary point of contact for Telkomsel customers, delivering accurate information, resolving inquiries, and ensuring a seamless service experience. The position offers a dynamic work environment where analytical thinking, clear communication, and a proactive attitude are essential for success.
Responsibilities
- Provide prompt and courteous assistance to Telkomsel customers regarding service plans, billing, technical issues, and promotional offers.
- Log and track customer requests, complaints, and feedback using Telkomsel‑approved applications and ticketing systems.
- Escalate unresolved issues through the appropriate Channels (e.g., Cookies ticket system) to specialized support teams, ensuring timely resolution.
- Support daily Service Operations by monitoring service performance, identifying trends, and recommending process improvements.
- Maintain detailed records of customer interactions, documenting root causes and outcomes to support continuous improvement initiatives.
- Collaborate with cross‑functional teams—including sales, technical support, and marketing—to deliver a unified customer experience.
- Participate in regular training sessions and knowledge‑sharing workshops to stay current with Telkomsel product updates and industry best practices.
- Contribute to a positive store atmosphere by assisting teammates, handling peak‑hour traffic efficiently, and upholding GraPARI’s service standards.
Requirements
- Minimum education: Diploma (D3) or higher in any field.
- Strong verbal and written communication skills in Bahasa Indonesia and English.
- Ability to work independently while also thriving in a collaborative team setting.
- Analytical mindset with attention to detail and the capacity to handle multiple tasks simultaneously.
- Basic computer literacy; comfortable using CRM platforms, ticketing tools, and Microsoft Office applications.
- Excellent interpersonal skills, including active listening, empathy, and conflict resolution.
- Flexibility to work Monday‑Friday, 08:00 – 17:00, with occasional overtime during promotional periods.
- Age: No upper limit; all genders are encouraged to apply.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health and dental insurance coverage.
- Professional development programs, including Telkomsel product certification and soft‑skill workshops.
- Employee discount on Telkomsel services and devices.
- Paid annual leave, public holidays, and sick leave.
- Friendly, inclusive workplace culture that values diversity and continuous learning.
- Opportunities for career advancement within the GraPARI network and Telkomsel’s broader ecosystem.
About Company
GraPARI (Gerai Perantara) serves as Telkomsel’s trusted retail channel, delivering mobile solutions, prepaid and postpaid plans, and value‑added services across Indonesia. The Manado outlet operates in the heart of North Sulawesi, catering to a diverse customer base ranging from students to business professionals. As part of Telkomsel’s extensive network, GraPARI emphasizes innovation, reliability, and superior customer service. Joining our team means becoming part of a leading telecom brand with a commitment to empowering communities through connectivity.
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