Tenant Relation

Jendela360; Jakarta Barat; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Jendela360 in Jakarta is seeking a service-oriented Tenant Relations specialist to manage end-to-end tenant services throughout the rental journey, from check-ins and inquiries to lease renewals and deposit refunds. This on-site role requires hospitality mindset and strong communication to ensure smooth moves and exceptional tenant experiences.

You will handle complaints through Zendesk/Qiscus, coordinate with Maintenance, Billing and Property teams, and support renewal processes.

Qualifications

• Background in Hospitality, Hotel Management, Tourism, Guest Relations, Customer Service, Tenant Relations, or related fields.
• Minimum 1 year of experience in hospitality or service-related roles; fresh graduates with strong potential are welcome.
• Experience handling complex complaints and root-cause analysis.
• Excellent communication, empathy, attention to detail, adaptability, and eagerness to learn.
• Familiarity with Zendesk, Qiscus, or similar ticketing systems.
• Willing to work on-site in Kebon Jeruk, West Jakarta.

Responsibilities

• Handle the tenant check-in process and ensure all necessary preparations are completed before the tenant moves into the unit.
• Provide tenants with information regarding apartment facilities, policies, and rental procedures.
• Assist tenants with their initial needs and ensure a smooth move-in experience.
• Handle tenant inquiries, requests, and complaints professionally through various channels and coordinate with internal teams to address concerns.
• Manage the lease renewal and contract extension process by communicating with tenants and ensuring documentation is completed.
• Handle deposit refund process for tenants who have completed their rental period and checked out.

Skills

Hospitality background

Customer service

Communication

Empathy

Problem solving

Tools

Zendesk

Qiscus

Ticketing systems

Job description

We are looking for a service-oriented and solution-driven individual with a strong hospitality mindset to join our Tenant Relations team. In this role, you will be responsible for managing end-to-end tenant services throughout their rental journey, from handling tenant check-ins and complaints to managing lease renewals and processing deposit refunds after check-out.

Responsibilities

Handle the tenant check-in process and ensure all necessary preparations are completed before the tenant moves into the unit.

Provide tenants with relevant information regarding apartment facilities, property policies, and rental procedures.

Assist tenants with their initial needs and ensure a smooth move-in experience.

2. Tenant Complaint Handling

Handle tenant inquiries, requests, and complaints professionally through various communication channels.

Identify the root causes of tenant issues, provide appropriate solutions, and ensure proper follow-up until resolution.

Coordinate with relevant internal teams, including Maintenance, Billing, and Property Management, to address tenant concerns effectively.

3. Renewal & Contract Extension

Manage the lease renewal and contract extension process by communicating with tenants regarding their rental plans.

Provide tenants with relevant information about renewal terms, contract details, and extension procedures.

Follow up on renewal progress and ensure all necessary documentation and administrative processes are completed.

4. Manage Refund

Handle deposit refund process for tenants who have completed their rental period and checked out.

Review and verify the necessary information and documentation required for deposit refunds.

Monitor the refund process, communicate updates to tenants, and ensure the refund is properly processed.

Minimum Qualifications

Background in Hospitality, Hotel Management, Tourism, Guest Relations, Customer Service, Tenant Relations, or other service-related fields is preferred.

Minimum 1 year of experience in hospitality or service-related roles is preferred; fresh graduates with strong potential are welcome to apply.

Experienced in handling complex complaints, with the ability to conduct proper probing, identify root causes, and provide effective solutions rather than simply escalating issues.

Excellent communication and interpersonal skills, with a strong sense of empathy, attention to detail, adaptability, and eagerness to learn. Able to build positive relationships, understand people's needs, and make tenants feel comfortable and well-treated.

Familiarity with platforms such as Zendesk, Qiscus, or similar ticketing and customer support systems.

Willing to work on-site in Kebon Jeruk, West Jakarta.

Jendela Group is a property and asset management company specializing in development, marketing, and integrated property management services.

Committed to transparency, innovation, and service excellence, the company delivers strategic solutions for property owners, investors, and tenants. Through its business lines Jendela360, Weltown, CariProperti, and Properti BU

Jendela Group provides comprehensive, end-to-end property solutions designed to maximize asset value, enhance customer experience, and drive sustainable growth in the real estate industry.

Jendela Group is a property and asset management company specializing in development, marketing, and integrated property management services.

Committed to transparency, innovation, and service excellence, the company delivers strategic solutions for property owners, investors, and tenants. Through its business lines Jendela360, Weltown, CariProperti, and Properti BU

Jendela Group provides comprehensive, end-to-end property solutions designed to maximize asset value, enhance customer experience, and drive sustainable growth in the real estate industry.