Customer Service Representative (Telecommunications)

PT. AETHER DIGITAL INDONESIA; Jakarta Utara; Remote; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading telecommunications firm in Jakarta Utara is seeking a Customer Service Representative to manage customer interactions across various channels. The ideal candidate will have experience in the BPO or telco industry, strong English communication skills, and a technical aptitude to explain service-related issues. This role offers the opportunity to work from home, contingent on a reliable internet connection and workspace setup.

Qualifications

• At least 2 years of BPO or telco industry experience (consumer or enterprise).
• Familiarity with mobile service as mandatory requirement.
• Comfortable using remote collaboration tools (e.g., Microsoft Teams, Zoom).

Responsibilities

• Handle inbound and outbound customer interactions through multiple channels.
• Manage billing, payments, service requests, and technical support.
• Log all customer interactions accurately in the CRM or ticketing system.

Skills

Excellent spoken and written English communication skills

Organized and systematic

Strong technical aptitude

Experience using CRM/ticketing systems

Flexibility to work in rotating shifts

Job description

Customer Service Representative (Telecommunications)

Handle inbound and outbound customer interactions through phone, chat, email or social media including customer complaint on product and services.

Provide accurate information and assistance regarding telco products such as mobile, broadband, enterprise connectivity, and managed network services.

Manage billing, payments, service requests, technical support, new acquisition, general and provisioning inquiries.

Perform initial troubleshooting for technical issues (e.g., no connection, speed issues, configuration).

Escalate unresolved or complex issues to the relevant team with complete documentation.

Coordinate with internal departments (Network Operations, Field Service, Billing) to ensure issue resolution and service restoration.

Log all customer interactions accurately in the CRM or ticketing system.

To ensure the achievement of the set KPIs within the specified timeframe and to maintain consistent performance in meeting these targets on an ongoing basis.

Uphold data privacy and security standards per company and regulatory requirements.

Participate in team huddles, product updates, and process calibration sessions.

To be open to new task/duty as directed by client/management that may arise due to the changing business needs and market. Product launches and promotions

Work Qualifications

• At least 2 years of BPO or telco industry experience (consumer or enterprise).
• Excellent spoken and written English communication skills.
• Organized and systematic in handling multiple tasks is highly preferred.
• Strong technical aptitude; able to explain telco concepts in simple terms.
• Experience using CRM/ticketing systems.
• Flexible to work in rotating shifts, weekends, and holidays if required.
• Must have reliable internet connectivity, power supply and a suitable home workspace (for WFH setup).

Preferred Skills

• Familiarity with mobile service as mandatory requirement.
• Previous Telco/Broadband customer/client support experience.
• Background in assisting billing concern, remote troubleshooting or provisioning systems.

Work-from-Home Setup Qualifications

• Must have a dedicated workspace at home that is quiet, well-lit, and free from distractions.
• Has a stable internet connection and speed. Backup internet connection is required.
• Power supply must be stable and sufficient to support working hours; access to a backup power source (e.g., UPS or generator) is a plus.
• Willing to use company-issued equipment (PC/laptop) and ensure its proper care and security.
• Equipped with working peripherals such as a headset with noise‑canceling microphone and a webcam for virtual meetings.
• Comfortable and knowledgeable using remote collaboration and productivity tools (e.g., Microsoft Teams, Zoom, Slack, Google Workspace, etc.).
• Willing to comply with company policies on data security, equipment usage, and remote work monitoring.
• Demonstrates strong self‑discipline, time management, and communication skills.
• Able to work with minimal supervision while maintaining productivity and quality standards.
• Must be amenable to virtual monitoring and periodic performance check‑ins.

Aether Digital Indonesia is part of MyRepublic Group Ltd.

About MyRepublic:

Our purpose at MyRepublic is to transform people’s lives by creating a connected world that is seamless, smart and safe, while innovating the way telcos operate.

MyRepublic is one of the fastest growing digital telco operators in the Asia-Pacific. Homegrown in sunny Singapore, we have operations in Singapore, Australia and New Zealand with a defining difference. We are the world’s first telecommunications company powered by a proprietary cloud platform and pioneered a disruptive operating model with unparalleled efficiency and customer focus.

MyRepublic offers residential broadband, enterprise broadband, home voice, and mobile services. We are way more than just a telco or an ISP. We exist to transform people’s lives by creating a connected world that is seamless, smart, and safe while innovating the way telcos operate. We are the future beyond telcos.

The values and behaviour that we look for

• Never Settle: We dream big. We are constantly curious and embrace bold ideas.
• Stronger Together: We create together. We win together, we fail together. We grow together, we celebrate together. We are at our strongest together.
• Empowered to Deliver: We deliver on our commitments. We are empowered to move fast and with confidence to get the right things done.
• We Care: We care for ourselves, one another and our customers. We value authenticity and embrace differences. We create the space to recharge, connect and explore to bring our best selves to work.

We believe that skills, knowledge and experience can come from a diverse range of life experiences. You may not have ALL the listed requirements for this role but this should not hold back! If you believe that you have what it takes for this position, are willing to learn, and you identify with the values and mission of MyRepublic, we would love to hear from you. We celebrate diversity and look forward to hearing from a diverse group of applicants. We do not discriminate on any factor in our hiring process.