Senior Officer, Customer CareApply: Jakarta: Full time: Posted Today: End Date: September 30, 2026 (13 days left to apply): 10016499## JOB DESCRIPTIONKey ResponsibilitiesCustomer 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 Experie

📌 Senior Officer, Customer Care (Asia)
🏢 Keppel
📍 Asia