Senior Tenant Experience

PT. Rukita Bhinneka Indonesia; Jakarta Pusat; On-site; IDR 240,000,000 - 420,000,000; Full time

Job summary

Rukita is seeking a Senior Tenant Experience to deliver exceptional service across its properties in Indonesia. You will resolve concerns, coordinate operational solutions, and build meaningful tenant relationships to reflect our service excellence.

This role requires a service-driven mindset, strong problem-solving skills, and experience in hospitality or property operations. You will leverage tenant feedback and performance data to drive improvements and loyalty.

Qualifications

• Minimum 5 years in tenant relations or related fields.
• Experience in premium property/hospitality settings.
• Proven ability to handle complaints and escalations.
• Strong interpersonal and communication skills.

Responsibilities

• Manage tenant complaints and service inquiries with professionalism.
• Monitor cases from report to resolution per SLAs.
• Coordinate with housekeeping, maintenance, security, and on-site teams.
• Handle escalations and urgent cases while maintaining CSAT.
• Track CSAT, SLA performance, and report findings.
• Analyze feedback to identify recurring issues and improvements.

Skills

Tenant relations

Customer experience

Hospitality operations

Problem solving

Stakeholder management

Tools

Google Workspace

Case management systems

Job description

Elevate Everyday Living. Create Experiences That Matter.

About Rukita

At Rukita, we believe that a great living experience goes beyond providing a place to stay. It is about creating a sense of comfort, trust, and belonging through thoughtful service and seamless operations.

By combining technology, data-driven insights, and hospitality expertise, we connect tenants and property owners with a better way of living. As we continue to grow, we are bringing the standards of premium hospitality into a modern, scalable living ecosystem.

Join us in shaping a living experience where every interaction matters and every resident feels valued.

About the Role

As a Senior Tenant Experience, you will play a key role in delivering exceptional tenant experiences across Rukita properties. From resolving concerns and coordinating operational solutions to building meaningful tenant relationships, you will help ensure that every touchpoint reflects our commitment to service excellence.

This role is ideal for a service-driven professional who combines strong problem-solving skills, operational coordination, and a genuine passion for hospitality. You will also use tenant feedback and service performance data to identify opportunities for improvement, strengthen tenant loyalty, and create a better living experience.

What You’ll Do

Manage tenant complaints, requests, and service inquiries with professionalism, empathy, and a strong sense of ownership.

Monitor cases from initial reporting through resolution, ensuring timely follow-ups and compliance with service-level agreements (SLAs).

Coordinate with Housekeeping, Maintenance, Security, and other relevant teams to deliver effective solutions.

Handle escalations and urgent cases while maintaining service quality and tenant satisfaction.

2. Tenant Engagement & Community Building

Build positive, lasting relationships with tenants to strengthen satisfaction, engagement, and retention.

Execute tenant engagement initiatives and community activities that foster a welcoming living environment.

Proactively gather tenant feedback and identify opportunities to improve the overall living experience.

Support tenant loyalty and engagement programs that encourage long-term relationships with Rukita.

3. Cross-Functional Collaboration & Service Excellence

Work closely with on-site operational teams to maintain consistent service standards across properties.

Ensure smooth coordination between tenants and internal teams throughout the service resolution process.

Promote a customer-centric mindset and uphold Rukita’s service standards in every interaction.

Track tenant complaints, case resolution, CSAT, and SLA performance using spreadsheets and internal systems.

Prepare regular reports on tenant experience, operational performance, and emerging service issues.

Analyze complaint patterns and tenant feedback to identify recurring problems and recommend actionable improvements.

Leverage data and operational insights to support better service delivery and continuous improvement.

What We’re Looking For

Minimum 5 years of experience in tenant relations, guest relations, customer experience, hospitality operations, facilities management, or property operations.

Experience in a 4–5-star hotel, serviced apartment, premium residential property, or property management environment is highly preferred.

Proven ability to handle customer complaints, service recovery, escalations, and case follow-ups.

Strong interpersonal, communication, and stakeholder management skills, with the ability to work effectively across operational teams.

A service-oriented mindset with high empathy, sound judgment, and strong problem-solving capabilities.

Comfortable working with Google Workspace, spreadsheets, communication platforms, and case management systems.

Highly organized, proactive, and able to manage multiple cases and priorities in a fast-paced environment.

Familiarity with customer satisfaction metrics, service-level agreements, and customer loyalty initiatives is an advantage.

Why Join Rukita?

Make a Real Impact: Help shape how people experience modern living, everyday.

Bring Hospitality to Living: Apply premium hospitality standards in a growing property-tech and living ecosystem.

Drive Service Improvement: Turn tenant feedback and operational data into meaningful, measurable improvements.

Work Across Functions: Collaborate with diverse teams to solve problems and deliver a seamless tenant experience.

Grow With Us: Be part of a growing business that is continuously evolving how people live and connect with their spaces.

Ready to create better living experiences with us?

Join Rukita and help turn everyday stays into experiences worth staying for.

Rukita is a property technology (proptech) company that provides long-stay rental housing solutions with end-to-end and hassle-free services in Indonesia. The company builds a holistic ecosystem of housing solutions for both tenants & landlords. It provides quality, accessible housing for the young generation while assisting landlords in transforming their assets into high-yield rental properties.

Rukita is a property technology (proptech) company that provides long-stay rental housing solutions with end-to-end and hassle-free services in Indonesia. The company builds a holistic ecosystem of housing solutions for both tenants & landlords. It provides quality, accessible housing for the young generation while assisting landlords in transforming their assets into high-yield rental properties.