Introduction
GraPARI Jombang is seeking a motivated and customer‑focused Customer Service Representative to join our dynamic team. This full‑time position will be based at our Jombang office and will serve as the frontline for Telkomsel’s valued customers. The ideal candidate is a proactive communicator who thrives in a fast‑paced environment, can handle multiple inquiries simultaneously, and is eager to contribute to the overall success of our service operations.
Responsibilities
- Provide accurate information, process requests, and resolve complaints related to Telkomsel services for all customers.
- Log and categorize each customer interaction in the designated Telkomsel application, ensuring data integrity and traceability.
- Escalate unresolved issues through the Cookies ticketing system or other prescribed channels to the appropriate functional teams.
- Support Service Operations by monitoring service levels, identifying recurring issues, and suggesting process improvements.
- Maintain detailed records of customer feedback and use insights to recommend enhancements to service offerings.
- Collaborate with team members and cross‑functional departments to ensure seamless issue resolution.
- Participate in regular training sessions to stay updated on Telkomsel product updates, policies, and best practices.
- Achieve daily, weekly, and monthly performance targets, including response time, resolution rate, and customer satisfaction scores.
- Promote a positive brand image by delivering courteous, professional, and empathetic service at all times.
Requirements
- Education: Minimum Bachelor’s degree (S1) in any discipline.
- Experience: Fresh graduates are welcome; prior customer service experience is a plus but not mandatory.
- Communication: Excellent verbal and written skills in both Bahasa Indonesia and English.
- Interpersonal Skills: Ability to engage with diverse customers, demonstrate active listening, and resolve conflicts diplomatically.
- Analytical Mindset: Detail‑oriented, capable of multi‑tasking, and comfortable using analytical tools to track issue trends.
- Teamwork & Independence: Comfortable working autonomously as well as collaboratively within a team environment.
- Target‑Driven: Proven ability to meet or exceed performance metrics and service level agreements.
- Technical Proficiency: Familiarity with ticketing systems (e.g., Cookies), CRM platforms, and basic Microsoft Office applications.
- Work Schedule: Monday‑Friday, 08:00 – 17:00.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick leave, and public holidays in accordance with Indonesian labor law.
- Professional development programs, including language courses and Telkomsel product certifications.
- Career advancement pathways within GraPARI and potential placement opportunities with Telkomsel.
- Employee assistance program and wellness initiatives such as gym memberships and mental health support.
- Modern office environment with ergonomic workstations, reliable internet, and a supportive team culture.
About Company
GraPARI Jombang operates as a strategic partner of Telkomsel, Indonesia’s leading telecommunications provider. Our mission is to deliver superior customer experiences that reinforce Telkomsel’s brand reputation and drive loyalty across the region. With a focus on innovation, continuous learning, and community engagement, GraPARI has grown into a respected service hub that values integrity, collaboration, and excellence. By joining our team, you become part of an organization that not only supports the nation’s digital transformation but also invests in the personal and professional growth of its employees.
Interested in this position?
Take the next step in your career and apply for this role today.
Apply Now
