Tenant Relation

About the Role We are looking for a service-oriented and solution-driven individual with a strong hospitality mindset to join our Tenant Relations team. In this role, you will be responsible for managing end-to-end tenant services throughout their rental journey, from handling tenant check-ins and complaints to managing lease renewals and processing deposit refunds after check-out. Responsibilities • Tenant Check-in • Handle the tenant check-in process and ensure all necessary preparations are completed before the tenant moves into the unit. • Provide tenants with relevant information regarding apartment facilities, property policies, and rental procedures. • Assist tenants with their initial needs and ensure a smooth move-in experience. 2. Tenant Complaint Handling • Handle tenant inquiries, requests, and complaints professionally through various communication channels. • Identify the root causes of tenant issues, provide appropriate solutions, and ensure proper follow-up until resolution. • Coordinate with relevant internal teams, including Maintenance, Billing, and Property Management, to address tenant concerns effectively. 3. Renewal & Contract Extension • Manage the lease renewal and contract extension process by communicating with tenants regarding their rental plans. • Provide tenants with relevant information about renewal terms, contract details, and extension procedures. • Follow up on renewal progress and ensure all necessary documentation and administrative processes are completed. 4. Manage Deposit Refund • Handle deposit refund process for tenants who have completed their rental period and checked out. • Review and verify the necessary information and documentation required for deposit refunds. • Monitor the refund process, communicate updates to tenants, and ensure the refund is properly processed. Qualifications • Background in Hospitality, Hotel Management, Tourism, Guest Relations, Customer Service, Tenant Relations, or other service-related fields is preferred. • Minimum 1 year of experience in hospitality or service-related roles is preferred; fresh graduates with strong potential are welcome to apply. • Experienced in handling complex complaints, with the ability to conduct proper probing, identify root causes, and provide effective solutions rather than simply escalating issues. • Excellent communication and interpersonal skills, with a strong sense of empathy, attention to detail, adaptability, and eagerness to learn. Able to build positive relationships, understand people's needs, and make tenants feel comfortable and well-treated. • Familiarity with platforms such as Zendesk, Qiscus, or similar ticketing and customer support systems. • Willing to work on-site in Kebon Jeruk, West Jakarta.