Scope of Work:
To supply manpower for Customer Care agents with following main job:
1. Acting as Customer Care / Customer Service agent and the front-line contact of NPCT1 refer to NPCT1 Customer Care working instructions and other applicable policies or procedures.
2. Handle customer inquiries via phone, email, and chat that is integrated with NPCT1 provided Customer Care system.
3. Provide accurate information about NPCT1 services, products, policies, and procedures whenever asked by NPCT1 customer.
4. Promote NPCT1 services or products whenever requested or required.
5. Resolve customer complaints and issues efficiently and professionally.
6. Escalate complex cases to supervisors or relevant departments when needed.
7. Maintain the good reputation of NPCT1 in the eyes of the customers and other stakeholders.
8. Follow up with customers to ensure issues are resolved.
9. Maintain a positive, empathetic, and professional attitude toward customers.
10. Build and maintain strong customer relationships to improve customers satisfaction and loyalty.
11. Record the customer interactions, feedback and resolutions in NPCT1 Customer Care system.
12. Prepare reporting summaries of recurring issues, customer trends, and service performance.
Open for vendor with following requirement:
1. List of experience or completed projects as a Customer Care service provider.
2. Mandatory copy of Employee Contract of Tenderer worker, to identify compliance to Minimum wage, leaves entitlement, and other contract terms that are all align with Manpower regulation.
3. Mandatory have valid evidence of Manpower Insurance (BPJS Ketenagakerjaan) and Health Insurance (BPJS Kesehatan) payment for Tenderer worker.
4. Mandatory have copy of Company Certificate of Manpower Insurance (BPJS Ketenagakerjaan) and Health Insurance (BPJS Kesehatan).
5. Mandatory valid Periodic manpower mandatory reports (wajib lapor ketenagakerjaan) to the relevant Manpower Agency
6. Mandatory have valid evidence of THR payment or Pelaksanaan THR report to manpower office.
7. Minumum having 5 years experiences in supply manpower for customer care.
Late Date Registration : 5 February 2026
Tender Proposal Submission Deadline: 19 February 2026