Introduction
GraPARI Mungkid, a leading customer‑experience hub for Telkomsel, is seeking a dynamic Customer Service Representative to join our fast‑paced team. In this role you will be the first point of contact for Telkomsel’s millions of subscribers, providing accurate information, handling service requests, and resolving issues with professionalism and empathy. This position offers a supportive environment where you can develop strong communication skills, deepen your understanding of the telecommunications industry, and contribute directly to customer satisfaction and brand loyalty.
Responsibilities
- Respond promptly to inbound inquiries via phone, email, chat, or in‑person at the GraPARI outlet, delivering clear information about Telkomsel products and services.
- Document each customer interaction in the designated Telkomsel application, capturing the nature of the request, root cause, and any follow‑up actions required.
- Escalate complex or unresolved issues using the Cookies ticketing system or other approved channels, ensuring timely hand‑off to specialized functional teams.
- Provide Service Operation Support by monitoring service levels, updating status reports, and coordinating with technical teams to close loops on service disruptions.
- Identify patterns in customer feedback and proactively suggest process improvements to enhance service efficiency.
- Maintain up‑to‑date knowledge of Telkomsel’s product portfolio, promotional campaigns, and regulatory requirements.
- Collaborate with peers and supervisors in a team‑oriented setting while also demonstrating the ability to work independently on assigned tasks.
- Meet daily and weekly performance targets, including call handling time, first‑call resolution, and customer satisfaction scores.
Requirements
- Minimum education: Bachelor’s degree (S1) in any discipline.
- Strong verbal and written communication skills in Bahasa Indonesia; fluency in English is essential.
- Excellent interpersonal abilities – able to listen actively, ask probing questions, and convey information clearly.
- Analytical mindset with attention to detail; capable of multitasking and managing competing priorities.
- Proven ability to work both autonomously and as part of a collaborative team.
- Target‑oriented attitude with a focus on achieving service level agreements and quality metrics.
- Basic computer literacy; comfortable navigating CRM systems and ticketing tools.
- No prior experience required, though previous exposure to customer service or telecom environments is a plus.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, public holidays, and optional flexible working arrangements.
- Professional development opportunities, including Telkomsel product training and soft‑skill workshops.
- Employee assistance program and wellness initiatives to support work‑life balance.
- Career progression pathways within GraPARI and the broader Telkomsel network.
About Company
GraPARI (Graha Pelayanan dan Registrasi) serves as a strategic customer‑service outlet for Telkomsel, Indonesia’s largest mobile network operator. Located in Mungkid, GraPARI combines face‑to‑face assistance with cutting‑edge digital tools to streamline service delivery. Our mission is to turn every interaction into a positive experience, reinforcing Telkomsel’s reputation for reliability and innovation. By joining our team, you become part of a company that values integrity, continuous improvement, and a customer‑centric culture.
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