Senior Officer, Customer Care

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

• 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
• 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 data
• Identify 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 DESCRIPTION

Key Responsibilities

• 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 data
• Identify 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 EstatePLATFORM
Operating Division