Senior Officer, Customer Care

## 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 REQUIREMENTSQualifications* 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