Senior Officer, Customer Care

Keppel (Real Estate Division); Jakarta Pusat; On-site; IDR 89,280,000 - 178,560,000; Full time

Job summary

Keppel (Real Estate Division) in Jakarta is seeking a seasoned Customer Care Manager to lead resident relations, handle inquiries, and improve service quality.

You will coordinate with facilities, contractors, and support teams to ensure timely resolutions, maintain SLAs, and foster community engagement.

Qualifications

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

Responsibilities

• Serve as the primary point of contact for residents / homeowners.
• Handle customer inquiries, feedback, requests, and complaints through multiple channels.
• Build and maintain strong relationships with residents to enhance satisfaction and community engagement.

Skills

Customer service

CRM

Complaint handling

Stakeholder management

Education

Bachelor's degree

CX / CRM certifications

Tools

CRM software

MS Office

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 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

Qualifications

JOB REQUIREMENTS

• 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