Senior Officer, Customer Care

Keppel Ltd.; Asia; Presencial; PEN 29.000 - 40.000; Jornada completa

Descripción de la vacante

Keppel Ltd. in Jakarta seeks a Senior Officer, Customer Care to be the primary contact for residents across multiple channels. You will handle inquiries, complaints, and feedback with a service-oriented approach, coordinating with facility teams to resolve issues and close tickets within SLAs.

The role also covers handover support, defect tracking, resident engagement, and reporting on customer experience improvements to management.

Formación

• Bachelor's degree as listed in the requirements.
• Minimum 5 years of experience in Customer Care or related fields.
• Experience handling customer complaints and service recovery.

Responsabilidades

• Serve as the primary contact for residents across channels.
• Handle inquiries, feedback, requests, and complaints promptly.
• Investigate complaints and coordinate with departments for resolution.
• Monitor SLAs and ensure documentation and closure of cases.
• Support handover processes, defect inspections, and contractor coordination.
• Engage residents through events and community initiatives.

Conocimientos

Customer relationships

Complaint handling

Service coordination

Customer experience

Stakeholder communication

Educación

Bachelor's degree in Business Administration or related field

Descripción del empleo

## Senior Officer, Customer CareApply: Jakarta: Full time: Posted Today: End Date: September 30, 2026 (13 days left to apply): 10016499## **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 timesComplaint 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 resolutionProperty 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 statusResident 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 experienceService 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 perspectiveCustomer 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 reviewReporting 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## **JOB REQUIREMENTS****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