Introduction
GraPARI Raha is seeking an enthusiastic Customer Service Representative to join its dedicated team supporting Telkomsel’s nationwide customer base. This role is a frontline position that ensures every Telkomsel subscriber receives timely, accurate, and courteous assistance, whether they are seeking information, submitting a request, or reporting a problem. The successful candidate will work in a dynamic, fast‑paced environment, handling a variety of inquiries through multiple channels while collaborating closely with internal support functions to resolve complex issues.
Responsibilities
- Provide clear and professional information, handle requests, and address complaints related to Telkomsel services for all customers visiting the GraPARI outlet.
- Log each customer interaction in the designated Telkomsel application, accurately capturing the purpose of the visit and any issues raised.
- Escalate unresolved or high‑priority problems via the Cookies ticketing system or other prescribed media to the appropriate functional teams for swift resolution.
- Support Service Operations by monitoring service quality metrics, identifying trends, and suggesting process improvements.
- Maintain up‑to‑date knowledge of Telkomsel product offerings, promotions, and policy changes to deliver informed assistance.
- Collaborate with teammates and cross‑functional departments, ensuring seamless hand‑offs and a consistent customer experience.
- Perform multi‑tasking duties such as handling inbound calls, live chat, and face‑to‑face interactions while adhering to service level agreements.
- Contribute to weekly reporting on common customer issues, feedback, and potential areas for service enhancement.
Requirements
- Minimum education: D3/D4 (any field of study) with a strong emphasis on communication skills.
- Proficiency in spoken and written English; ability to converse fluently with diverse customers.
- Excellent interpersonal abilities, including clear articulation, active listening, and public communication etiquette.
- Demonstrated capability to work both independently and as part of a collaborative team.
- Analytical mindset, detail‑oriented approach, and comfort handling multiple tasks simultaneously.
- No strict age limit; candidates of any age group are encouraged to apply.
- Prior experience in customer service or call‑center environments is a plus but not mandatory.
- Flexibility to work Monday through Friday, 08:00 – 17:00, with occasional overtime during peak periods.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and national holidays.
- Opportunities for continuous learning, including internal training on Telkomsel products and customer‑service excellence.
- Career progression pathways within GraPARI and the broader Telkomsel ecosystem.
- Employee assistance programs and wellness initiatives to support work‑life balance.
- Modern office facilities with a comfortable, inclusive work environment.
About Company
GraPARI (Graha Pelayanan Pelanggan) is a leading customer‑experience hub for Telkomsel, Indonesia’s largest mobile network operator. With a strong focus on service excellence, GraPARI provides a physical touchpoint where customers can receive personalized assistance, explore new products, and resolve issues efficiently. Operating across the country, GraPARI combines cutting‑edge technology with a people‑first philosophy, empowering its staff to deliver exceptional support while driving brand loyalty. Joining GraPARI means becoming part of a forward‑thinking organization that values innovation, teamwork, and continuous improvement in the telecommunications industry.
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