Introduction
Telkomsel, Indonesia’s leading mobile telecommunications provider, is seeking a dedicated Customer Service Representative for its GraPARI Kwandang outlet. This frontline position is pivotal in delivering exceptional service experiences to both existing and prospective Telkomsel customers. The role involves handling inquiries, resolving issues, and ensuring that every interaction reinforces Telkomsel’s reputation for reliability and customer‑centricity.
Responsibilities
- Provide accurate information, process requests, and address complaints related to Telkomsel’s wide range of services, including mobile voice, data, and digital solutions.
- Escalate unresolved issues via the designated ticketing system (Cookies) or alternative channels to the appropriate functional teams, ensuring timely follow‑up and closure.
- Support daily Service Operations by monitoring service health, logging incidents, and assisting with routine maintenance tasks.
- Identify, record, and categorize customer goals or problems using Telkomsel‑approved applications, creating a clear audit trail for future analysis.
- Maintain up‑to‑date knowledge of Telkomsel product bundles, promotional offers, and policy changes to advise customers effectively.
- Collaborate with colleagues across sales, technical support, and marketing to deliver a seamless omnichannel experience.
- Participate in regular training sessions and quality assurance reviews to continuously improve service standards.
- Document daily activities, performance metrics, and customer feedback in the internal CRM system.
Requirements
- Minimum education: D3/D4 (any major) with a strong academic record.
- Excellent verbal and written communication skills in Bahasa Indonesia and English.
- Ability to work independently as well as collaboratively within a team environment.
- Analytical mindset, detail‑oriented, and capable of handling multiple tasks simultaneously.
- Strong interpersonal skills, including clear speaking, public communication, and professional service etiquette.
- No prior experience required; fresh graduates and career changers are encouraged to apply.
- Flexible to work Monday‑Friday, 08:00‑17:00, with occasional overtime during peak periods.
Benefits
- Competitive base salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Professional development programs, including language courses and certification opportunities.
- Employee recognition awards and career advancement pathways within Telkomsel’s extensive network.
- Convenient workplace location at GraPARI Kwandang with easy access to public transportation.
- Team‑building activities, wellness programs, and a supportive corporate culture.
About Company
Telkomsel is the largest mobile network operator in Indonesia, serving over 170 million subscribers nationwide. Known for its robust infrastructure, innovative digital services, and commitment to social responsibility, Telkomsel continually invests in cutting‑edge technology and talent development. The GraPARI (Gerakan Peduli dan Penjangkauan) initiative brings Telkomsel’s services closer to communities, offering a welcoming environment where customers receive personalized assistance. Joining the GraPARI Kwandang team means becoming part of a forward‑thinking organization that values excellence, integrity, and community impact.
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