Senior Resident Experience & Care Lead

Keppel Metland Menteng Joint Operation; Ujung Menteng; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Keppel Metland Menteng Joint Operation in Indonesia seeks a seasoned Customer Care Manager to oversee resident relations, handle inquiries and complaints, and coordinate with facilities and contractors to ensure timely service delivery.

You will lead complaint resolution, support handover and defects management, and promote resident engagement while maintaining records and ensuring policy compliance across the estate.

Qualifications

• 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

Responsibilities

• Customer Relationship Management: 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 to enhance satisfaction; Ensure professional, courteous service

Job description

Keppel Metland Menteng Joint Operation in Indonesia seeks a seasoned Customer Care Manager to oversee resident relations, handle inquiries and complaints, and coordinate with facilities and contractors to ensure timely service delivery.

You will lead complaint resolution, support handover and defects management, and promote resident engagement while maintaining records and ensuring policy compliance across the estate.