Senior Officer, Customer Care

Keppel Ltd.; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Keppel Ltd. in Jakarta seeks a seasoned Customer Care and Property Management professional to lead resident relations, handle inquiries, and drive service excellence across the community.

You will coordinate complaint handling, defect management, and service delivery with cross-functional teams, while engaging residents through events and ensuring compliance with policies.

Qualifications

• Bachelor's degree in relevant fields.
• 5+ years in customer care, service, estate or property management, hospitality, or residential services.
• Experience handling customer complaints and service recovery.

Responsibilities

• Serve as primary contact for residents/homeowners and manage inquiries.
• Handle complaints, coordinate resolutions with departments and ensure SLAs.
• Support handover, defects management, and contractor coordination.
• Engage residents through events and community programs.
• Coordinate service requests with facilities, security, housekeeping, and engineers.
• Produce reports on customer satisfaction and service performance.
• Ensure compliance with policies and regulatory requirements.

Skills

Customer Care

Customer Service

Property Management

Estate Management

Hospitality

Residential Services

Communications

Education

Bachelor's Degree in Business Administration, Hospitality Management, Property Management, Real Estate, Communications, Marketing, or related discipline

Job description

JOB DESCRIPTION

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for residents / homeowners
• Handle customer inquiries, feedback, requests, and complaints through multiple channels (phone, email, walk-ins, mobile applications, and digital platforms)
• Build and maintain strong relationships with residents to enhance customer satisfaction and community engagement
• Ensure professional, courteous, and customer‑centric service at all times

Complaint Handling & Resolution

• Investigate customer complaints and coordinate with relevant departments for timely resolution
• Monitor complaint cases from initiation through closure
• Escalate critical issues to management when necessary
• Ensure all complaints are documented and resolved within agreed Service Level Agreements (SLAs)
• Conduct follow‑up calls and communications to ensure customer satisfaction after issue resolution

Property Handover & Defects Management

• Support residential unit handover processes and customer orientations
• Coordinate defect inspections and rectification works with contractors and technical teams
• Monitor defect liability period activities and ensure closure of outstanding issues
• Maintain accurate records of defects and rectification status

Resident Engagement & Community Support

• Assist in organizing resident engagement activities, community events, and customer appreciation programs
• Promote community initiatives and maintain positive resident relations
• Gather customer feedback to improve services and resident experience

Service Coordination

• Coordinate with Facility Management, Security, Housekeeping, Engineering, and Contractors regarding resident requests
• Track progress of service requests and ensure completion within target timelines
• Monitor service quality and vendor performance from a customer perspective

Customer Experience Improvement

• Analyze customer complaints, feedback trends, and satisfaction dataIdentify recurring issues and propose improvement initiatives
• Support implementation of customer experience enhancement programs
• Prepare reports and recommendations for management review

Reporting and Administration

• Maintain accurate customer records and service request databases
• Generate periodic reports on customer satisfaction, complaints, response times, and service performance
• Ensure documentation complies with company policies and regulatory requirements
• Support audits and customer service quality assessments.

Compliance and Standards

• Ensure compliance with company policies, residential regulations, safety procedures, and customer service standards
• Adhere to confidentiality requirements regarding customer information
• Support implementation of sustainability and quality service initiatives

JOB REQUIREMENTS

Qualifications

• Bachelor’s Degree in Business Administration, Hospitality Management, Property Management, Real Estate, Communications, Marketing, or related discipline
• Additional certifications in Customer Experience (CX), CRM, Property Management, or Customer Service are advantageous
• Minimum 5 years of experience in Customer Care, Customer Service, Customer Experience, Property Management, Estate Management, Hospitality, or Residential Services
• Experience handling customer complaints and service recovery

BUSINESS SEGMENT

Real Estate

PLATFORM

Operating Division