Introduction
GraPARI Tulungagung, a dedicated service hub for Telkomsel, is seeking a motivated Customer Service Representative to join our dynamic team. This role is the frontline of our customer experience, ensuring that every Telkomsel subscriber receives prompt, accurate, and courteous assistance. If you are enthusiastic about solving problems, have strong communication skills, and thrive in a fast‑paced environment, we invite you to become part of a company that values excellence, continuous learning, and community impact.
Responsibilities
- Provide clear, friendly, and timely information to Telkomsel customers regarding service plans, billing inquiries, and technical issues.
- Handle customer requests, complaints, and feedback through multiple channels (phone, email, chat, and in‑person at the GraPARI outlet).
- Escalate unresolved issues to the appropriate functional teams using the Cookies ticketing system or other designated platforms, ensuring proper documentation and follow‑up.
- Support Service Operations by monitoring service level agreements, tracking performance metrics, and assisting in daily operational tasks.
- Accurately capture customer intent, concerns, and potential sales opportunities in the Telkomsel‑approved application, contributing to data‑driven decision making.
- Collaborate with cross‑functional teams—including technical support, sales, and logistics—to deliver end‑to‑end solutions.
- Participate in regular training sessions, product updates, and quality assurance reviews to stay current with Tel‑co offerings and industry trends.
- Maintain a professional and empathetic demeanor, fostering trust and loyalty among customers.
Requirements
- Minimum education: D3/D4 (any major) with a strong aptitude for learning technical and service concepts.
- Excellent verbal and written communication skills in Indonesian and English; ability to convey complex information clearly.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Analytical mindset with a detail‑oriented approach; capable of multitasking and managing competing priorities.
- Proficiency with standard office software and familiarity with ticketing or CRM systems (experience with Cookies is a plus).
- Strong interpersonal skills, including active listening, conflict resolution, and public communication.
- No age limit; all genders are welcomed.
- Fresh graduates or candidates with up to 0 years of relevant experience are encouraged to apply.
Benefits
- Competitive salary package with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Opportunities for professional development through certified training programs and Telkomsel product workshops.
- Paid annual leave, public holidays, and additional leave for special occasions.
- Friendly workplace culture that promotes teamwork, recognition, and career growth.
- Access to employee assistance programs and wellness initiatives.
- Convenient work schedule: Monday‑Friday, 08:00‑17:00, allowing for a balanced work‑life experience.
About Company
GraPARI (Gerakan Perbaikan dan Penyelenggaraan Ritel Indonesia) operates as a strategic retail partner for Telkomsel, Indonesia’s leading telecommunications provider. With a strong presence in Tulungagung, GraPARI serves as a critical touchpoint for millions of subscribers, delivering personalized service, product activation, and post‑sale support. Our mission is to enhance customer satisfaction by blending local market insight with Telkomsel’s cutting‑edge technology. We invest in our people through continuous training, modern tools, and a supportive environment that encourages innovation and accountability. Join us and help shape the future of connectivity in Indonesia.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now