Senior Officer, Customer Care

keppel· Keppel Metland Menteng Joint Operation
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📍 JakartaFull time

About this role

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 times

Complaint 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 resolution

Property 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 status

Resident 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 experience

Service 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 perspective

Customer 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 review

Reporting 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

BUSINESS SEGMENT

Real Estate

PLATFORM

Operating Division

Frequently Asked Questions

Is the salary disclosed for the Senior Officer, Customer Care position at keppel?
The salary for this Senior Officer, Customer Care role at keppel is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Senior Officer, Customer Care position at keppel located?
This Senior Officer, Customer Care role at keppel is based in Jakarta. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Senior Officer, Customer Care role at keppel full-time or part-time?
This is listed as a Full time position. It is posted as a Senior Officer, Customer Care role in the Keppel Metland Menteng Joint Operation department at keppel.
Which team or department does the Senior Officer, Customer Care at keppel belong to?
This Senior Officer, Customer Care position is part of the Keppel Metland Menteng Joint Operation department at keppel. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Officer, Customer Care position at keppel?
Click the "Apply Now" button on this page. You will be redirected to keppel's official application portal hosted on workday where you can submit your application directly.
When was the Senior Officer, Customer Care job at keppel posted?
This Senior Officer, Customer Care position at keppel was posted on Sep 15, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Officer, Customer Care
keppel
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