PERAN CUSTOMER SERVICE SEBAGAI PUBLIC RELATIONS DALAM MENGATASI KELUHAN PELANGGAN PADA PT MY PULSA PAYMENT INDONESIA DI BAYAT, KLATEN

Abstract

Customer service is not only about solving customer problems, but also about building strong relationships with customers, responding proactively to feedback, and ensuring an overall positive customer experience. The way customer service serves customers reflects the company's true attitude in providing service to its agents. Therefore, to improve the performance of PT MyPulsa Payment, the service provided must be able to satisfy customers. When the reality does not match expectations, the service is considered low quality; however, if the reality matches expectations, the service is considered satisfactory.

This study aims to determine the role of customer service as a public relations officer in resolving customer complaints at PT MyPulsa Payment Indonesia. Data collection used a purposive sampling technique.

The research method used was descriptive qualitative. The results, based on interviews and observations, revealed several recurring complaints regarding balance top-ups, successful top-ups in the app but not yet received by customers, and a decline in transaction activity.

The conclusion drawn from the research is that customer service at PT MyPulsa Payment Indonesia always strives to provide excellent service to every customer. Customer service must be friendly and responsive to customers and assist in resolving customer complaints from start to finish to maintain customer satisfaction and trust in PT MyPulsa Payment Indonesia.