Greetings, dear readers! Are you looking for information about Pertamina 135, the call center of the state-owned oil and gas company in Indonesia? Look no further, because this article has got you covered! Whether you’re a customer, a job seeker, or simply curious about Pertamina 135, you’ll find valuable insights and answers here. So, grab a cup of coffee, sit back, and enjoy the ride!
Introduction
Pertamina is a well-known brand in Indonesia, as it operates in various sectors related to energy, petrochemicals, and renewable resources. However, despite its popularity, many people still have questions and issues regarding its products and services. That’s where Pertamina 135 comes in. This call center provides a 24/7 support system for customers and stakeholders, allowing them to access information, make complaints, give feedback, and request assistance. In this introduction, we’ll cover some basic facts about Pertamina 135 that you should know before diving deeper.
What is Pertamina 135?
Pertamina 135 is a call center managed by Pertamina, the state-owned oil and gas company in Indonesia. It serves as a centralized hub for customer service, information management, and problem-solving related to Pertamina’s products and services. The number “135” is the toll-free code for accessing the call center, which can be dialed from any location within Indonesia. The service is available 24 hours a day, 7 days a week, and can be accessed through phone calls, SMS, social media, email, and the official Pertamina app.
What services does Pertamina 135 offer?
Pertamina 135 offers a wide range of services to its customers and stakeholders, including:
| Service | Description |
|---|---|
| Product information | Customers can get detailed information about Pertamina’s products, such as fuels, lubricants, LPG, and petrochemicals, including prices, specifications, and safety measures. |
| Complaint handling | Customers can report complaints or problems related to Pertamina’s products or services, such as fuel quality, billing, delivery, safety, and environment. The complaints will be recorded, investigated, and followed up by Pertamina’s staff. |
| Feedback and suggestions | Customers can give feedback or suggestions on how to improve Pertamina’s products or services, including ideas on sustainability, innovation, and social responsibility. |
| Emergency response | Customers can seek assistance in emergency situations related to Pertamina’s products or services, such as accidents, leaks, or fires. Pertamina’s staff will coordinate with relevant authorities and provide instructions on safety measures. |
| Job vacancies | Job seekers can inquire about job vacancies, job requirements, and application procedures at Pertamina. Pertamina’s staff will provide guidance and support on career development and recruitment. |
| Business partnerships | Business partners can request information or assistance related to Pertamina’s business opportunities, tenders, and procurement processes. Pertamina’s staff will provide consultation and advice on how to collaborate with Pertamina. |
| General inquiries | Anybody can ask general questions or seek information related to Pertamina, such as its history, vision, mission, and values. Pertamina’s staff will provide accurate and reliable answers based on available data and knowledge. |
Why is Pertamina 135 important?
Pertamina 135 plays a crucial role in enhancing Pertamina’s reputation, credibility, and accountability as a public company that serves the public interest. By providing a responsive, efficient, and effective customer service system, Pertamina 135 can establish a closer and more trusting relationship with its customers and stakeholders. Moreover, Pertamina 135 can also help Pertamina’s management to monitor and evaluate the quality and performance of its products and services, as well as to identify areas for improvement and innovation. Ultimately, Pertamina 135 can contribute to the sustainable growth and development of Pertamina as a key player in Indonesia’s energy sector.
How does Pertamina 135 work?
Pertamina 135 works through a well-structured and well-trained team of customer service representatives (CSRs) who handle incoming calls or messages from customers and stakeholders. The CSRs are equipped with advanced communication technology and software that enables them to manage and prioritize the requests based on their category, urgency, and complexity. The CSRs follow a standard operating procedure (SOP) that ensures consistency, accuracy, and timeliness of their responses. In case the CSRs cannot resolve the issue or answer the question immediately, they will escalate it to the relevant department or unit within Pertamina, and inform the customer of the estimated time of resolution or follow-up.
Who can access Pertamina 135?
Anyone who has access to a phone or other communication device and is located within Indonesia can access Pertamina 135. The service is free of charge and can be used by customers or stakeholders of all ages, genders, and backgrounds. However, it is advisable to use the service only for legitimate and relevant purposes, and to avoid any abusive or harassing behavior towards the CSRs or other customers.
What are the benefits of using Pertamina 135?
Using Pertamina 135 has several benefits for customers and stakeholders, such as:
- Getting fast, accurate, and reliable information about Pertamina’s products and services
- Making complaints or reporting problems in a convenient and efficient way
- Giving feedback or suggestions for improving Pertamina’s products or services
- Getting emergency assistance in case of accidents, leaks, or fires
- Getting access to job vacancies and career development opportunities at Pertamina
- Getting access to business opportunities and partnerships with Pertamina
- Getting general information and knowledge about Pertamina’s activities and operations
Pertamina 135: Explained in Detail
Now that you have a basic understanding of Pertamina 135, let’s dive deeper into its features, performance, and impact. In this section, we’ll cover seven aspects of Pertamina 135 that you might find interesting and informative.
1. Quality Assurance
Pertamina 135 puts a high emphasis on quality assurance, as it aims to provide the best possible service to its customers and stakeholders. To achieve this goal, Pertamina 135 has implemented several measures and strategies, such as:
- Regular training and coaching programs for its CSRs, to enhance their knowledge, skills, and attitude
- Continuous monitoring and evaluation of its CSRs’ performance, based on various criteria such as call handling time, resolution rate, customer satisfaction, and quality of communication
- Regular review and update of its SOP, based on feedback from customers, stakeholders, and internal departments
- Investment in advanced communication technology and software that can improve the efficiency and effectiveness of the service
These measures have resulted in positive outcomes for Pertamina 135, such as higher customer satisfaction, lower complaint rate, and faster response time. Moreover, Pertamina 135 has received several awards and recognitions for its quality service, such as the 2017 Indonesia Best Call Center Award from the Indonesian Contact Center Association (ICCA).
2. Digital Transformation
Pertamina 135 has also been undergoing a digital transformation process, as it recognizes the importance of technology in providing a modern and seamless customer service experience. Pertamina 135 has launched several initiatives and projects that integrate digital tools and platforms into its service, such as:
- The Pertamina Mobile app, which allows customers to access Pertamina 135 through a mobile device, and provides additional features such as fuel price calculator, loyalty program, and e-payment
- The Pertamina Chatbot, which uses artificial intelligence (AI) technology to interact with customers and answer their questions in a conversational and personalized manner
- The Pertamina Social Media Command Center, which monitors and responds to customer feedback and complaints on social media platforms such as Twitter, Facebook, and Instagram
- The Pertamina Virtual Assistant, which provides 24/7 assistance to internal departments in handling administrative tasks, such as data entry, scheduling, and reporting
By embracing digital transformation, Pertamina 135 aims to improve its accessibility, efficiency, and accuracy, and to cater to the changing preferences and habits of its customers and stakeholders. However, Pertamina 135 also realizes the importance of human touch and empathy in customer service, and thus will continue to invest in the development of its CSRs’ soft skills and emotional intelligence.
3. Customer Segmentation
Pertamina 135 has adopted a customer segmentation strategy, which means that it tailors its service to different types of customers based on their needs, preferences, and behavior. Pertamina 135 has identified four main customer segments, which are:
- The general public, who seek general information, product details, and feedback channels
- The individual customers, who seek personal assistance, complaint handling, and loyalty program benefits
- The business customers, who seek customized solutions, tenders, and partnerships
- The internal stakeholders, who seek administrative support, training, and communication tools
By understanding the diverse and evolving demands of its customer segments, Pertamina 135 can provide more relevant and satisfactory service, which in turn can increase customer loyalty and retention. Moreover, Pertamina 135 can also use the segmentation data to analyze the trends and patterns of its customers’ behavior and preferences, and to develop new products and services that cater to specific segments.
4. Data Analytics
Pertamina 135 has also embraced data analytics as a means to improve its service quality and operational efficiency. Pertamina 135 collects and analyses various data related to its service, such as:
- The volume and frequency of incoming calls, messages, and social media interactions
- The types and categories of requests, complaints, and feedback
- The resolution time, rate, and satisfaction level of each request
- The CSRs’ performance, availability, and adherence to SOP
- The customer segmentation data and behavior insights
By using data analytics, Pertamina 135 can identify the root causes of problems, detect patterns of inefficiency or inconsistency, measure the impact of its initiatives and projects, and predict the future trends and challenges. Moreover, Pertamina 135 can also use data analytics to improve its communication strategy, personalize its service, and increase its responsiveness to customers’ needs.
5. Social Responsibility
Pertamina 135 also has a strong commitment to social responsibility, as it realizes its role and responsibility in contributing to the welfare and development of the society. Pertamina 135 has launched several initiatives and programs that aim to promote social responsibility, such as:
- The Pertamina Care program, which provides assistance and support to underprivileged communities who are affected by natural disasters, health issues, or economic challenges
- The Pertamina Green program, which promotes environmental sustainability by implementing eco-friendly practices in Pertamina’s operations, products, and services, and by educating the public on the importance of environmental protection
- The Pertamina Innovation program, which encourages creativity, entrepreneurship, and innovation among Pertamina’s employees and partners, and provides funding and mentoring for promising projects
- The Pertamina Digital Literacy program, which aims to increase the digital literacy and awareness of the public, especially in remote or rural areas, and to bridge the digital divide
By promoting social responsibility, Pertamina 135 can enhance its brand reputation and image, increase its stakeholder engagement, and contribute to the sustainable development goals of Indonesia and the world.
6. Continuous Improvement
Pertamina 135 has a culture of continuous improvement, which means that it seeks to innovate, optimize, and refine its service on an ongoing basis. Pertamina 135 has a dedicated team of quality assurance (QA) analysts and process improvement (PI) specialists who are responsible for identifying, analyzing, and solving problems and inefficiencies in Pertamina 135’s service. The QA and PI team uses various tools and techniques, such as:
- Root cause analysis (RCA), to identify the underlying causes of problems and to design effective solutions
- Process mapping, to visualize and streamline the service process and to eliminate unnecessary steps or delays
- Voice of customer (VOC) analysis, to collect, analyze, and act on customer feedback and suggestions
- Benchmarking, to compare Pertamina 135’s performance with that of other call centers and to learn from best practices
- Training and coaching, to empower the CSRs with the knowledge, skills, and attitude needed for continuous improvement
By continuously improving its service, Pertamina 135 can maintain its competitive edge, increase its efficiency, and align its service with the changing needs and expectations of its customers and stakeholders.
7. Future Outlook
Pertamina 135 has a promising future outlook, as it is well-positioned to capitalize on the opportunities and challenges of the digital era and the energy transition. Pertamina 135 has identified several future scenarios that will shape its strategy and direction, such as:
- The rise of digital natives and mobile-first users, who demand fast, personalized, and intuitive service through multiple channels and devices
- The increasing importance of data analytics and AI, which offer new insights and solutions for customer service optimization and personalization
- The growing awareness and concern of customers and stakeholders about sustainability, energy efficiency, and environmental protection, which require Pertamina 135 to align its service with Pertamina’s corporate sustainability goals
- The emerging trends and disruptions in the energy sector, such as renewable energy, electric vehicles, and smart grids, which require Pertamina 135 to adapt its service to new technologies and business models
By anticipating and preparing for these future scenarios, Pertamina 135 can remain relevant, innovative, and customer-centric, and can contribute to Pertamina’s vision of becoming a world-class energy company.
FAQs About Pertamina 135
Here are some frequently asked questions (FAQs) about Pertamina 135, along with their answers:
1. How do I contact Pertamina 135?
You can contact Pertamina 135 through several channels, such as phone calls (dial 135), SMS (send to 0811-135-135), social media (mention @pertamina135 on Twitter, Facebook, or Instagram), email (send to pertamina.135@pertamina.com), and the Pertamina Mobile app.
2. What are the operating hours of Pertamina 135?
Pertamina 135 operates 24 hours a day, 7 days a week, including public holidays.
3. How much does it cost to use Pertamina 135?
Pertamina 135 is free of charge for all customers and stakeholders.
4. What languages are spoken in Pertamina 135?
Pertamina 135 supports several languages, such as Indonesian, English, and Mandarin. You can choose your preferred language when you call or message Pertamina 135.
5. Can I make a complaint or report a problem through Pertamina 135?
Yes, you can make a complaint or report a problem related to Pertamina’s products or services through Pertamina 135. The CSRs will record your complaint or problem and follow up with the relevant department or unit within Pertamina.
6. How long does it take for Pertamina 135 to resolve a complaint or problem?
The time it takes for Pertamina 135 to resolve a complaint or problem depends on the complexity and urgency of the issue, as well as the availability of resources and information. However, Pertamina