Introduction
GraPARI Gresik, a key service hub for Telkomsel, is seeking enthusiastic and customer‑focused individuals to join our team as Customer Service Representatives. This role is the frontline of our commitment to delivering exceptional mobile and data services across Indonesia. As a CSR, you will act as the voice of Telkomsel, handling inquiries, resolving issues, and ensuring every customer interaction reflects our high standards of service excellence.
Responsibilities
- Provide accurate information, process requests, and address complaints related to Telkomsel’s range of products and services, including post‑paid, prepaid, and data plans.
- Log each customer interaction in the designated Telkomsel application, ensuring that the purpose of the visit or call is clearly documented for future reference.
- Escalate unresolved or complex issues through the appropriate ticketing system (e.g., Cookies) and coordinate with specialized functional teams to achieve timely resolutions.
- Support Service Operations by monitoring service levels, identifying trends in customer feedback, and proposing process improvements.
- Conduct follow‑up communications with customers to confirm satisfaction and close the service loop.
- Assist in training new team members by sharing best practices and demonstrating effective communication techniques.
- Maintain up‑to‑date knowledge of Telkomsel’s product portfolio, promotional campaigns, and regulatory changes that affect service delivery.
- Collaborate with cross‑functional teams—including sales, technical support, and billing—to ensure a seamless customer experience.
Requirements
- Minimum education: D3/D4 (any field of study).
- Strong verbal and written communication skills in Bahasa Indonesia and English.
- Ability to work both independently and as part of a collaborative team.
- Analytical mindset with attention to detail and the capacity to handle multiple tasks simultaneously.
- Excellent interpersonal skills, including clear speech, public communication ability, and a customer‑service oriented attitude.
- No prior experience required; fresh graduates are encouraged to apply.
- Flexibility to work Monday through Friday, 08:00‑17:00.
Benefits
- Competitive salary with performance‑based incentives.
- Comprehensive health and dental insurance for employees and their immediate families.
- Paid annual leave, public holidays, and additional leave for special occasions.
- Professional development programs, including language courses, customer‑service certifications, and leadership workshops.
- Opportunities for career advancement within Telkomsel’s extensive network of regional and national offices.
- Employee assistance program (EAP) to support mental well‑being and work‑life balance.
- Modern workplace environment with ergonomic workstations and access to the latest communication tools.
About Company
GraPARI (Graha Penjualan Ritel Indonesia) Gresik operates as a strategic retail and service point for Telkomsel, Indonesia’s leading telecommunications provider. With a nationwide footprint, Telkomsel serves over 180 million subscribers, offering mobile voice, data, and digital services that power both personal and business communication. GraPARI Gresik is dedicated to delivering localized, high‑quality support that aligns with Telkomsel’s vision of “Connecting Indonesia.” Our team values innovation, integrity, and a customer‑centric approach, fostering an environment where employees can grow while contributing to the nation’s digital transformation.
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