Established in 1994,
indonet
is a pioneer in providing digital infrastructure service that offers a variety of solutions and services designed to meet the evolving needs of modern businesses.
indonet has succeeded in becoming the industry's benchmark as one of the companies that is able to provide solutions and added value, especially as a digital infrastructure provider that provides customers with access to multi-connectivity and integration to various data centers and cloud providers.
indonet is committed to develop complete and efficient information and communication technology services to bridge companies in achieving digital transformation.
In supporting various industries in Indonesia, indonet will continue to realize its vision to become a '
business enabler
' by providing reliable and quality services as well as supporting business sustainability and digital economic activities in Indonesia.
Indonet have an exciting opportunity to recruit Premiere Care to our business.
Reporting to Sr. Manager Customer Care & Manage Services.
Premiere Care is responsible for delivering the best possible service to top-tier and priority customers (strategic, enterprise, or VIP customers) through a proactive, personalized, and responsive approach. This role focuses on incident handling, service requests, escalations, and intensive communication to ensure optimal customer experience and maintain customer loyalty.
Premiere Care serves as the Single Point of Contact (SPOC) for priority customers, ensuring every issue is resolved efficiently through cross-functional coordination (NOC, Engineering, Billing, etc.) and by providing clear, accurate, and timely status updates.
To be considered for this role, ideally you will have:
- Minimum Diploma (D3) or Bachelor's Degree (S1) in Information Technology, Telecommunications, Information Systems, or related fields.
- Minimum 2–3 years of experience in customer care, service assurance, or technical support, preferably in the telecommunications, ISP, or IT service industry.
- Experience handling enterprise or strategic accounts is a strong advantage
- Basic understanding of network, fiber optic, IP, routing, and monitoring tools (e.g., PRTG, Cacti, Zabbix, etc.).
- Ability to read fault logs, perform simple root cause analysis, and prepare well-structured incident reports
- Proficient in communication and ticketing tools (email, CRM, Helpdesk, Omnichannel, etc.).
- Customer-centric mindset and professional communication skills in both Bahasa Indonesia and English
- Strong problem-solving and analytical thinking.
- Empathy, patience, and assertiveness when dealing with demanding or high-pressure customers.
- Willing to work in shifts and be on standby (24x7 support) when required.
- Detail-oriented, resilient, and results-driven.
The key responsibilities for this role include:
- Act as the primary contact for all service-related communication with top-tier and priority accounts.
- Proactively monitor customer service status and provide early notifications in case of potential service disruptions.
- Coordinate and manage incidents, service requests, and technical/non-technical escalations with a prompt and SLA-compliant response.
- Provide periodic status updates and final incident reports in a professional, customer-friendly manner.
- Collaborate with internal teams (NOC, Field Engineers, Account Managers) to ensure comprehensive resolution and customer satisfaction.
- Maintain strong customer relationships through empathetic, polite, and solution-oriented communication.
- Prepare and deliver periodic Service Performance Reports for priority customers.
- Conduct trend analysis on recurring issues and recommend service improvement initiatives.