Introduction
GraPARI Timika, a leading authorized retail partner of Telkomsel, is seeking a proactive and customer‑focused Customer Service Representative to join our dynamic team. This role is critical in delivering exceptional service experiences to Telkomsel’s extensive subscriber base, handling inquiries, resolving issues, and supporting service operations across our Timika outlet. The ideal candidate will possess strong communication skills, a keen analytical mindset, and the ability to thrive in a fast‑paced environment while upholding the highest standards of professionalism.
Responsibilities
- Provide accurate information, process requests, and address complaints related to Telkomsel products and services for all customers visiting the GraPARI outlet.
- Log customer interactions and identify the root cause of issues using the designated Telkomsel application, ensuring that each case is documented with clear, concise notes.
- Escalate unresolved or complex problems via the Cookies ticketing system or other prescribed channels to the appropriate internal function for timely resolution.
- Support Service Operations by monitoring service quality metrics, assisting in the preparation of daily reports, and contributing to continuous improvement initiatives.
- Collaborate with cross‑functional teams—including sales, technical support, and finance—to ensure seamless service delivery and a consistent customer journey.
- Maintain up‑to‑date knowledge of Telkomsel’s product portfolio, promotional offers, and policy changes to provide informed guidance to customers.
- Handle multiple inquiries simultaneously while maintaining a detail‑oriented approach and adhering to service level agreements (SLAs).
- Participate in regular training sessions and workshops to enhance product expertise and soft‑skill competencies.
Requirements
- Minimum education: Bachelor’s degree (S1) in any discipline.
- Excellent verbal and written communication skills in both Bahasa Indonesia and English.
- Demonstrated ability to work independently as well as collaboratively within a team.
- Analytical thinking, strong attention to detail, and proven multitasking capabilities.
- Customer‑service orientation with a focus on achieving targets and maintaining high satisfaction scores.
- Professional demeanor, strong ethical standards, and a commitment to delivering courteous service.
- Flexibility to work Monday through Friday, 08:00‑17:00, with occasional overtime during peak periods.
- Proficiency with CRM tools and basic computer applications (Microsoft Office, web browsers).
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, public holidays, and sick leave in accordance with Indonesian labor law.
- Professional development programs, including certification courses and internal workshops.
- Employee recognition awards for outstanding service and teamwork.
- Access to Telkomsel’s employee discount program for mobile devices and data packages.
- Transportation allowance and meal vouchers.
- A supportive work environment that encourages growth, innovation, and work‑life balance.
About Company
GraPARI (Gerai Penjualan Resmi) is an authorized retail network of Telkomsel, Indonesia’s largest mobile telecommunications provider. With a presence in major cities and remote regions alike, GraPARI stores serve as the front line for customer engagement, offering a full suite of Telkomsel services including post‑paid and prepaid plans, device sales, and after‑sales support. Our Timika outlet plays a vital role in connecting the local community to reliable communication services, fostering digital inclusion, and supporting the region’s economic development.
We pride ourselves on a culture of excellence, continuous learning, and customer obsession. By joining GraPARI Timika, you become part of a forward‑thinking organization that values innovation, teamwork, and the empowerment of every employee to deliver outstanding experiences to millions of Telkomsel users.
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