Senior Complaint Resolution Specialist

## About the Role We are looking for a Senior Complaint Resolution Specialist to join our team at Telkomsel. This role is critical to our mission of delivering world-class digital services to over 170 million subscribers across Indonesia. ## Requirements ### Education - Degree in Computer Science, Engineering, or equivalent practical experience ### Experience - 5-8 years of relevant professional experience - Customer-first mindset with experience in high-volume customer service environments. Fluent in Bahasa Indonesia with strong written and verbal communication. Experience with telecom customer lifecycle management. Ability to work across digital and physical customer touchpoints. ### Technical Skills - Proficiency in: Customer journey mapping, service blueprinting, CX metrics (NPS, CSAT, CES) ### Preferred Qualifications - Experience in the telecommunications or technology industry - Familiarity with large-scale distributed systems - Knowledge of Indonesian market dynamics and regulatory environment - Bilingual proficiency in Bahasa Indonesia and English ## What You'll Do - Drive key initiatives within the CustomerSuccess function at Telkomsel - Collaborate with cross-functional teams to deliver impactful results - Contribute to Telkomsel's digital transformation and innovation agenda - Mentor and develop team members (for senior roles) - Report on KPIs and present findings to leadership

The ideal candidate is a proactive and self-driven with a bias for action, strong analytical and problem-solving mindset professional. Strong sense of ownership and accountability.

Telkomsel is Indonesia's leading digital telecommunications company, serving over 170 million subscribers across the archipelago. As a subsidiary of Telkom Indonesia and Singtel, we are at the forefront of Indonesia's digital transformation, providing cutting-edge mobile connectivity, digital services, and enterprise solutions. Our mission is to empower every Indonesian with world-class digital connectivity and services. We operate the most extensive network infrastructure in the country, covering more than 97% of the population with 4G LTE and rapidly expanding our 5G footprint. We foster a culture of innovation, collaboration, and continuous learning. Our diverse team of professionals works together to solve complex challenges, from bridging the digital divide in remote islands to building next-generation digital platforms for millions of users. Join Telkomsel and be part of Indonesia's digital future.