Agent, Customer Care

Established in 1994, Indonet is a pioneer and leading digital infrastructure service provider in Indonesia, delivering mission-critical solutions that support business sustainability and digital acceleration. Our services include reliable connectivity, data centres, and cloud solutions tailored to meet the evolving needs of modern enterprises.

With over three decades of experience, Indonet has consistently supported customers in building secure, scalable, and efficient digital infrastructure. Since 2021, Indonet has officially become part of Digital Edge, a pan-Asia Pacific data centre platform company, strengthening our commitment to supporting Indonesia’s digital transformation and digital economic growth.

We are currently opening an opportunity for the position of Agent, Customer Care to join our team.

• Manage customer inquiries, complaints, and service requests across multiple channels (phone, email, chat) in a timely and professional manner
• Provide effective support and resolution for issues related to internet services, network connectivity, and data center solutions
• Perform initial troubleshooting and elevate complex technical issues to the relevant teams
• Ensure accurate documentation and tracking of all customer interactions in the ticketing system
• Monitor and follow up on open cases to ensure timely resolution in line with Service Level Agreements (SLA)
• Prepare and maintain service-related documentation, including BAST (Service Handover) for domain and network services
• Generate periodic reports, including customer care performance (priority & non-priority), colocation services, and restitution reports
• Compile third-party reporting (e.g., PGASCOM) requiring management review and approval
• Support internal reporting requirements related to KPI tracking and performance monitoring

• Diploma or Bachelor’s Degree in any discipline (preferably IT, Telecommunications, or related fields)
• Minimum 1 year of experience in customer service/customer care, preferably in ISP, data center, or telecommunications industry
• Basic knowledge of networking concepts (TCP/IP, DNS, and internet troubleshooting) is an advantage
• Strong communication and interpersonal skills
• Customer-focused with strong problem-solving abilities
• Ability to manage multiple tasks and work under pressure
• Willing to work in shifts, including weekends and public holidays
• Familiar with ticketing systems and customer support tools