Introduction
GraPARI Tanjung Pinang is seeking enthusiastic and customer‑focused individuals to join our team as Customer Service Representatives. In this role you will be the front‑line voice of Telkomsel, Indonesia’s leading telecommunications provider, delivering timely information, handling service requests, and resolving complaints for our diverse subscriber base. The position is based in the vibrant city of Tanjung Pinang and offers a dynamic work environment where teamwork, analytical thinking, and a passion for service excellence are highly valued.
Responsibilities
- Provide accurate information, process service requests, and address complaints related to Telkomsel products and services for all customers visiting GraPARI.
- Log each customer interaction in the designated Telkomsel application, ensuring that the purpose of the visit, issues raised, and resolutions offered are recorded precisely.
- Escalate unresolved or complex issues via the Cookies ticketing system or other prescribed channels to the appropriate functional team for swift resolution.
- Support Service Operations by monitoring service levels, tracking key performance indicators, and assisting in daily operational tasks.
- Conduct outbound follow‑up calls to verify issue resolution, gather feedback, and promote relevant Telkomsel offers.
- Collaborate with sales and technical teams to provide a seamless customer experience, sharing insights that can improve service delivery.
- Maintain up‑to‑date knowledge of Telkomsel’s product portfolio, pricing plans, promotions, and regulatory guidelines.
- Participate in regular training sessions, workshops, and quality‑assurance reviews to continuously enhance communication and problem‑solving skills.
Requirements
- Minimum education: D3/D4 (any major) – a background in communications, business, or information technology is advantageous.
- No prior experience required; fresh graduates are encouraged to apply.
- Strong verbal communication skills in Bahasa Indonesia and a proactive command of English.
- Ability to work both independently and collaboratively within a team environment.
- Analytical mindset, detail‑oriented, and comfortable handling multiple tasks simultaneously.
- Customer‑centric attitude with a proven ability to remain calm and solution‑focused under pressure.
- Target‑oriented with a drive to meet or exceed service level agreements and performance metrics.
- Flexibility to work Monday‑Saturday, 08:00 – 17:00, and adapt to occasional shift variations if needed.
Benefits
- Competitive base salary with performance‑based incentives and monthly bonuses.
- 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 opportunities, including certification courses and on‑the‑job training.
- Career progression pathways within GraPARI and Telkomsel’s wider network of partners.
- Employee assistance program, wellness initiatives, and regular team‑building activities.
- Access to Telkomsel’s employee discount programs for mobile services and devices.
About Company
GraPARI is a trusted retail partner of Telkomsel, Indonesia’s largest mobile network operator, with a strong presence across the archipelago. Our mission is to bring reliable connectivity, innovative digital solutions, and exceptional customer service to every corner of the country. At GraPARI Tanjung Pinang we pride ourselves on fostering a collaborative culture that empowers employees to grow personally and professionally while delivering the highest standards of service to our customers. Join us and become part of a forward‑thinking organization that values integrity, innovation, and community impact.
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