## Senior Officer, Customer CareApply: Jakarta: Full time: Posted Today: End Date: September 30, 2026 (13 days left to apply): ## **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
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📌 Senior Officer, Customer Care (Asia)
🏢 Keppel
📍 Asia