Resident Experience & Service Lead

Keppel Land; Jakarta Pusat; On-site; IDR 60,000,000 - 120,000,000; Full time

Job summary

Keppel Land is seeking a Customer Care professional to serve as the primary contact for residents, handling inquiries and complaints across multiple channels. The role focuses on building strong resident relationships, ensuring timely resolutions, and coordinating with facilities, security, and contractors to maintain service quality.

The ideal candidate will have a Bachelor’s degree and at least 5 years in customer care or property management, with strong communication and organizational

Qualifications

• Bachelor’s degree in Business Administration, Hospitality Management, Property Management, Real Estate, Communications, Marketing, or related discipline.
• Additional CX/CRM certifications are advantageous.
• Minimum 5 years of experience in Customer Care, Customer Service, or Property Management.
• Experience handling customer complaints and service recovery.
• Strong communication and relationship-building skills.

Responsibilities

• Serve as the primary contact for residents/homeowners across channels.
• Handle inquiries, feedback, requests, and complaints via phone, email, walk-ins, apps and digital platforms.
• Build and maintain relationships to enhance satisfaction and community engagement.
• Investigate complaints and coordinate with departments for timely resolution.
• Monitor complaints from initiation to closure and ensure SLAs are met.
• Coordinate defect inspections and handover processes with teams.
• Organize resident engagement activities and community events.
• Track service requests and vendor performance from a customer perspective.
• Prepare reports and recommendations for management.

Skills

Customer service

Multichannel communication

Relationship building

Education

Bachelor's degree in Business Admin./Real Estate/related

Tools

CRM software

Property management system

Job description

Keppel Land is seeking a Customer Care professional to serve as the primary contact for residents, handling inquiries and complaints across multiple channels. The role focuses on building strong resident relationships, ensuring timely resolutions, and coordinating with facilities, security, and contractors to maintain service quality.

The ideal candidate will have a Bachelor’s degree and at least 5 years in customer care or property management, with strong communication and organizational