Senior Tenant Experience

Rukita; Jakarta Pusat; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Rukita in Jakarta seeks a Senior Tenant Experience to maintain a high-quality living experience for tenants through operational support, complaint resolution, and engagement initiatives. You will coordinate with on-site teams (Housekeeping, Maintenance, Security), oversee SLA-driven case management, and drive tenant loyalty through community events and feedback analysis.

The role requires 5+ years in tenant relations or hospitality, excellent communication, organization, and proficiency with

Qualifications

• Minimum 5 years in tenant relations, hospitality, or property operations.
• Background in hospitality (4–5 star hotel/apartment) preferred.
• Strong problem-solving with a service mindset.
• Proficient in spreadsheets and Google Workspace.
• Highly organized with ability to multitask.
• Excellent communication and empathy; team collaboration.

Responsibilities

• Handle tenant complaints and requests promptly and professionally.
• Monitor cases via internal system ensuring timely resolution.
• Coordinate with Housekeeping, Maintenance, Security to resolve issues.
• Support tenant engagement initiatives and community activities.
• Prepare reports on tenant satisfaction and SLA performance.

Skills

Tenant relations

Hospitality

Complaint handling

Communication

Organizational

Google Workspace

Job description

At Rukita, we believe that great living experiences are built on thoughtful service, seamless operations, and strong relationships. By integrating technology, data insights, and on-the-ground hospitality expertise, we ensure both tenants and property owners receive a consistent, high-quality experience at every touchpoint. As we continue to grow, we are elevating our owner experience to reflect a more personalized, high-touch approach - bringing the standards of premium hospitality into a scalable, modern living ecosystem

About the Role:

The Senior Tenant Experience is responsible for maintaining a high-quality living experience for Rukita tenants through effective operational support, complaint resolution, and tenant engagement initiatives. This role focuses on ensuring service excellence, coordinating with cross-functional teams, and supporting community-building activities to improve tenant satisfaction and loyalty

Responsibilities:

Operational & Case Management

• Handle tenant complaints and requests in a timely, accurate, and professional manner.
• Monitor and follow up on cases through the internal case management system to ensure resolution within SLA.
• Coordinate with related divisions (Housekeeping, Maintenance, Security, etc.) to ensure smooth issue resolution.
• Maintain service quality standards across Rukita properties and support daily operational activities.

Tenant Engagement & Community Building

• Support the implementation of tenant engagement initiatives and community activities across properties.
• Build positive relationships with tenants to enhance overall tenant satisfaction and retention.
• Gather tenant feedback proactively and identify opportunities for service improvement.
• Assist in organizing community events and activities to strengthen tenant engagement and loyalty.
• Familiar with tenant/customer loyalty programs and engagement strategies.

Collaboration & Service Excellence

• Collaborate closely with on-site operational teams to ensure consistent tenant experience standards.
• Provide support and coordination during operational escalations or urgent cases.
• Uphold Rukita’s service values and maintain a customer-centric approach in all interactions.

Data Management & Reporting

• Utilize spreadsheets, Google Chat, and communication tools for coordination, tracking, and reporting purposes.
• Prepare regular reports related to tenant satisfaction (CSAT), SLA performance, and operational updates.
• Analyze tenant complaints and feedback trends to provide insights and recommendations for continuous improvement.

Requirements:

• Minimum 5 years of work experience in tenant relations, hospitality, facilities supervision, or property operations.
• Background in hospitality (4–5 star hotel/apartment) is preferred.
• Experienced in handling tenant/customer complaints and case management systems.
• Strong problem-solving skills with a service-oriented mindset.
• Proficient in spreadsheets and communication platforms such as Google Workspace, email, and internal systems.
• Highly organized and able to manage multiple tasks simultaneously.
• Excellent communication skills, high empathy, and ability to work collaboratively across teams.