Job Description

About Us

INDICO is a digital technology subsidiary company of Telkomsel, Indonesia's leading digital telecom company. INDICO plays a strategic role as a holding company that houses current and prospective vertical digital business portfolios, including Kuncie (edu-tech), Fita (health-tech), and Majamojo (game). Moving forward, INDICO aims to explore opportunities in multiple verticals adjacent to Telkomsel's digital businesses. As a digital platform company, INDICO aims to leverage Telkomsel's digital assets and capabilities to create a flywheel effect of innovations to develop cross-sectoral digital solutions that will empower Indonesia's digital economy.

INDICO believes that we can reach beyond to empower Indonesians and enable businesses through our strong core values of EPIC WAY (Excellence, Positivity, Impactful Collaboration, Customer First, Walk the Talk, Accountability, Yes-if Mindset).

• What you will do, but not limited to:
  Manage incoming customer inquiries, complaints, and requests through various channels (chat, email, phone, social media), ensuring prompt response and effective resolution.
• Assist customers with account registration, login issues, subscriptions, payments, refunds, and product/service usage.
• Investigate and analyze customer complaints to identify root causes, common trends, and areas for improvement.
• Coordinate with cross-functional teams such as Product, Technology, Operations, and Finance to ensure proper resolution of customer issues.
• Provide regular updates to customers regarding the status of their cases and actions taken.
• Escalate complex or unresolved issues to the relevant internal stakeholders in a timely manner.
• Document all customer interactions, complaints, and resolutions accurately in the CRM or complaint management system.
• Prepare reports on complaint metrics, customer feedback, and service performance to support continuous improvement initiatives.
• Deliver product knowledge and educate customers on features, promotions, and new services.
• Contribute to improving customer service processes, best practices, and overall customer experience.
• Maintain service quality standards, SLA targets, and customer satisfaction levels.

Requirements

• Bachelor’s degree in Business Administration, Communications, Management, or related field.
• 1–2 years of experience in Customer Care, Customer Service, Complaint Handling, Customer Experience, or related roles.
• Experience in e-commerce, digital platforms, subscription-based services, or technology companies will be an advantage.
• Excellent verbal and written communication skills in Bahasa Indonesia; good command of English is required.
• Strong problem-solving and analytical skills with the ability to identify trends and recommend improvements.
• Customer-oriented mindset with strong empathy and professionalism in handling difficult situations.
• Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office Suite.
• Experience using CRM or ticketing tools such as Zendesk, Freshdesk, or similar platforms is preferred.
• Able to work collaboratively across teams while being proactive and self-motivated.
• Willing to work in shifts if required.