Job description
Join Indosat, a leading Indonesian telecommunications provider, as a Staff - Postpaid Excellence Execution. In this role, you will be at the forefront of postpaid operations, ensuring accurate billing, streamlined processes, and exceptional customer outcomes. You will collaborate with Billing, Strategy, and Customer Care teams to drive process standardization and continuous improvement. The role blends operational rigor with strategic initiative execution to elevate the postpaid customer journey across Jakarta and beyond.
As a member of the Postpaid Operations team, you will focus on ensuring billing accuracy, resolving discrepancies, and driving efficiency through data-driven insights. This position offers growth opportunities in process design, performance management, and cross-functional leadership, with exposure to cutting-edge billing systems and customer experience initiatives.
Responsibility
- Monitor and optimize end-to-end postpaid processes including onboarding, billing, payment reconciliation, and bill dispute resolution.
- Ensure adherence to SLAs and internal controls; identify and mitigate risks in postpaid operations.
- Collaborate with Billing, IT, Revenue Assurance, and Customer Care to implement continuous improvement initiatives.
- Analyze KPI trends (ARPU, churn, dispute rate, cycle time) and report findings with actionable recommendations.
- Develop and update standard operating procedures (SOPs) and runbooks for postpaid execution and issue handling.
- Support training and coaching of operations staff to maintain high performance and service quality.
- Prepare management dashboards and insights to support data-driven decisions.
Qualification
- Diploma or Bachelor's degree in Business, Finance, Engineering, Informatics, or related field.
- 1-3 years of experience in telecom, billing, or postpaid operations; internships or fresh graduates with relevant skills may be considered.
- Strong analytical mindset and proficiency in Excel; experience with BI tools (Power BI, Tableau) is a plus.
- Excellent communication, collaboration, and problem-solving skills.
- Detail-oriented with strong process discipline and ability to manage multiple tasks in a fast-paced environment.
- Familiarity with billing systems, CRM platforms, and data privacy requirements is preferred.
- Fluency in Indonesian; business-level English is a plus.