Introduction
GraPARI Kaimana, a dedicated service hub for Telkomsel, is seeking enthusiastic and customer‑focused individuals to join our team as Customer Service Representatives. In this role, you will be the first point of contact for Telkomsel’s vast customer base, providing accurate information, resolving inquiries, and ensuring a seamless experience across all service channels. This position offers a dynamic work environment where analytical thinking, clear communication, and a passion for helping others are highly valued.
Responsibilities
- Respond promptly to customer inquiries, requests, and complaints related to Telkomsel’s telecommunications services, ensuring each interaction is handled with professionalism and empathy.
- Document customer issues in the designated Telkomsel application, capturing key details such as problem description, attempted resolutions, and any follow‑up actions required.
- Escalate unresolved or complex cases through the proper channels, including the Cookies ticketing system or other specified media, to the appropriate functional team for further investigation.
- Provide Service Operation Support by monitoring system alerts, assisting in routine maintenance tasks, and contributing to the continuous improvement of service processes.
- Collaborate with cross‑functional teams—including technical support, billing, and field services—to ensure customers receive timely and accurate resolutions.
- Maintain up‑to‑date knowledge of Telkomsel’s product portfolio, promotional offers, and policy changes to deliver informed guidance to customers.
- Identify trends in customer feedback, relay actionable insights to management, and participate in initiatives aimed at enhancing overall service quality.
- Handle multiple customer interactions simultaneously while adhering to service level agreements (SLAs) and quality standards.
Requirements
- Minimum education: D3/D4 in any discipline; a background in communications, business, or related fields is advantageous.
- Strong verbal and written communication skills in both Bahasa Indonesia and English.
- Ability to work independently as well as collaboratively within a team environment.
- Analytical mindset with a keen eye for detail and the capacity to manage multiple tasks efficiently.
- Excellent interpersonal skills, including clear articulation, active listening, and conflict resolution.
- Proficiency with standard office software and familiarity with ticketing systems (e.g., Cookies) is preferred.
- Flexibility to work Monday through Friday, 08:00 – 17:00, with occasional overtime during peak periods.
- Customer‑service oriented attitude, demonstrating patience, empathy, and a commitment to delivering high‑quality support.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Professional development programs, including language training and certification courses.
- Opportunities for career advancement within Telkomsel’s extensive network.
- Paid annual leave, public holidays, and additional leave for personal emergencies.
- Employee assistance program (EAP) providing counseling and wellness resources.
- Modern office facilities equipped with ergonomic workstations and high‑speed internet.
- Team‑building events, recognition awards, and a supportive workplace culture.
About Company
GraPARI Kaimana operates as a key service outlet for Telkomsel, Indonesia’s leading mobile network operator. With a focus on delivering superior customer experiences, GraPARI combines cutting‑edge technology, skilled personnel, and a customer‑centric philosophy to support millions of subscribers nationwide. As part of Telkomsel’s broader ecosystem, GraPARI benefits from robust training resources, strategic partnerships, and a commitment to innovation that keeps the company at the forefront of the telecommunications industry.
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