Fiber Base Management - Sumatra Officer

PT. Indosat Tbk; Jakarta Pusat; On-site; IDR 60,000,000 - 120,000,000; Full time

Job summary

PT. Indosat Tbk is seeking a retention-focused professional to monitor Fiber subscriber health, review payment activity and usage signals, and coordinate approved win-back and renewal campaigns in Indonesia.

You will work with cross-functional teams to flag onboarding issues, coordinate customer outreach, and report on churn trends for local action.

Qualifications

• Bachelor’s degree in Business, Marketing, Engineering, Operations or related discipline, or equivalent relevant professional experience.
• Experience in fixed broadband customer lifecycle, service support or retention operations.
• Strong spreadsheet, presentation and reporting literacy.

Responsibilities

• Review payment activity, tenure cohorts and churn risks across serviceable Fiber accounts.
• Flag onboarding and installation-related problems affecting continued subscription.
• Coordinate approved win-back and customer save programs with national functions.
• Support renewal, payment reminder and engagement campaigns.
• Refer technical service problems to Home CX and Fiber delivery owners.
• Summarize survival, churn and recovery trends and recommend local actions.

Skills

Customer cohort analysis

Retention execution

Issue coordination

Customer contact

Education

Bachelor’s degree or equivalent experience

Job description

Role Purpose

Support sustainable FTTH subscriber retention by monitoring account health, payment and usage signals, and coordinating approved rebuy and win-back activity.

Scope of Work

• FTTH Base Health — Review payment activity, tenure cohorts and churn risks across serviceable Fiber accounts.
• Early-Life Monitoring — Flag onboarding and installation-related problems affecting continued subscription.
• Proactive Retention — Coordinate approved win-back and customer save programs with national functions.
• Customer Outreach — Support appropriate renewal, payment reminder and engagement campaigns.
• Issue Routing — Refer technical service problems to Home CX and Fiber delivery owners.
• Reporting — Summarize survival, churn and recovery trends and recommend local actions.

Requirements

Education and experience

Bachelor’s degree in Business, Marketing, Engineering, Operations or a related discipline, or equivalent relevant professional experience. Experience in fixed broadband customer lifecycle, service support or retention operations.

Functional competencies

Customer cohort analysis; retention execution; issue coordination; customer contact. Strong spreadsheet, presentation and reporting literacy appropriate to the role.

Behavioral competencies

Ownership and follow-through; clear communication; collaboration across functions; analytical problem-solving; customer and commercial orientation. Leadership and decision complexity should be assessed in proportion to actual role scope.