Introduction
GraPARI Serui, a dedicated service hub for Telkomsel, is seeking a motivated Customer Service Representative to join our front‑line team. This role is pivotal in delivering a seamless experience to Telkomsel’s extensive customer base, handling inquiries, resolving issues, and supporting service operations. If you thrive in a fast‑paced environment, possess strong communication skills, and are eager to contribute to Indonesia’s leading telecommunications provider, we invite you to apply.
Responsibilities
- Provide accurate information, process requests, and address complaints related to Telkomsel services for all customers visiting GraPARI.
- Escalate unresolved issues through the appropriate ticketing system (e.g., Cookies) or other designated channels to ensure timely resolution by specialized functions.
- Support daily service operations, including monitoring system alerts, logging incidents, and assisting with routine maintenance tasks.
- Identify and document customer goals or problems in the Telkomsel‑approved application, ensuring data integrity for follow‑up actions.
- Maintain a professional, courteous demeanor while interacting with customers in both Indonesian and English.
- Collaborate with cross‑functional teams—including technical support, billing, and sales—to deliver holistic solutions.
- Participate in continuous improvement initiatives, offering feedback on common pain points and suggesting process enhancements.
- Achieve daily and weekly performance targets such as call handling time, first‑call resolution rate, and customer satisfaction scores.
Requirements
- Minimum education: D3/D4 (any field of study).
- Strong verbal communication skills in Bahasa Indonesia and a good command of English.
- Ability to work independently as well as part of a collaborative team.
- Analytical mindset with attention to detail and the capacity to multitask effectively.
- Proven ability to remain target‑oriented under pressure and meet service level agreements.
- Excellent interpersonal skills, including public speaking, active listening, and empathy.
- Flexibility to work Monday through Friday, 08:00 – 17:00.
- No specific age limit; all genders are welcome to apply.
Benefits
- Competitive salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid leave, including annual, sick, and maternity/paternity days.
- Professional development programs, including language courses and customer service certifications.
- Access to Telkomsel’s employee wellness initiatives, such as gym memberships and mental‑health support.
- Opportunities for career progression within Telkomsel’s extensive network of operations.
- Modern workspace equipped with the latest communication tools and technology.
About Company
Telkomsel is Indonesia’s largest mobile network operator, serving over 170 million subscribers across the archipelago. Renowned for its robust infrastructure, innovative digital services, and commitment to customer excellence, Telkomsel continually expands its reach through strategic partnerships and cutting‑edge technology. GraPARI Serui operates as a localized service point, embodying Telkomsel’s dedication to delivering high‑quality, personalized support to both existing and prospective customers. Join us and become part of a dynamic organization that shapes the future of connectivity in Indonesia.
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