Introduction
Telkomsel’s GraPARI (Customer Experience Center) in Makassar is seeking a dedicated Customer Service Representative to join our dynamic front‑line team. As the first point of contact for Telkomsel’s millions of subscribers, you will play a crucial role in delivering accurate information, handling service requests, and resolving complaints with professionalism and empathy. This full‑time position offers a structured work schedule (Monday‑Friday, 08:00‑17:00) and the opportunity to grow within Indonesia’s leading telecommunications provider.
Responsibilities
- Provide prompt and courteous assistance to Telkomsel customers regarding service plans, billing inquiries, and technical issues.
- Document each customer interaction in Telkomsel‑approved applications, ensuring data accuracy for future reference and analytics.
- Escalate unresolved cases through the proper ticketing system (e.g., Cookies) to specialized functional teams, following predefined escalation protocols.
- Support Service Operations by monitoring key performance indicators, reporting trends, and suggesting process improvements.
- Identify potential sales opportunities or service upgrades during conversations and forward leads to the appropriate sales channel.
- Maintain up‑to‑date knowledge of Telkomsel products, promotions, and regulatory changes to provide accurate guidance.
- Collaborate with colleagues across departments (technical, billing, marketing) to ensure a seamless customer experience.
- Participate in regular training sessions and quality assurance reviews to continuously elevate service standards.
Requirements
- Minimum education: D3/D4 (any discipline) – graduates with a strong learning mindset are encouraged to apply.
- Excellent verbal communication skills in Bahasa Indonesia and a functional level of English for handling bilingual inquiries.
- Demonstrated ability to work independently as well as part of a collaborative team environment.
- Analytical mindset with keen attention to detail; capable of multitasking and managing multiple customer tickets simultaneously.
- Strong problem‑solving skills and a proactive, target‑oriented approach to meeting service level agreements.
- Customer‑centric attitude with proven public communication and service etiquette.
- Flexibility to adapt to evolving processes and technology platforms used by Telkomsel.
- Any gender is welcome; there is no age limit for this role.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance (medical, dental, vision) for employees and eligible dependents.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Professional development programs, including language courses, certification workshops, and leadership training.
- Employee Assistance Program (EAP) offering counseling, financial advice, and wellness resources.
- Access to Telkomsel’s employee discount program for mobile services, devices, and partner retail outlets.
- Modern office environment in Makassar with ergonomic workstations and a supportive team culture.
About Company
Telkomsel is Indonesia’s largest mobile network operator, serving over 170 million subscribers across the archipelago. Through its GraPARI (Graha Pelayanan Rakyat Indonesia) network, the company focuses on delivering superior customer experiences, leveraging advanced digital tools and a robust service infrastructure. By joining Telkomsel’s GraPARI in Makassar, you become part of a forward‑thinking organization that values innovation, community impact, and continuous improvement. Our mission is to connect people, empower businesses, and drive digital transformation throughout Indonesia.
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