Tenant Experiences Manager

2 weeks ago

Jakarta, Indonesia Cove Full time

At Cove we go beyond to satisfy our customers where we also make efforts to have interactions with them in order to create millions of better homes. To achieve this, we are committed to always try to find new ways to improve our customer service as well as placing ourselves in their shoes to improve their experience with Cove. We encourage every individual to proactively suggest creative ways to find solutions when faced with problems and engage with other team members to influence each other to make things happen.

**Job Title: Tenant Experience Manager**

**Job Type: Permanent, Full Time**
**Start Date: ASAP**
**Reports To: Head of Operations**
*
Role Purpose:

- To ensure that Cove tenants (Coveys) have a fantastic experience throughout their stay with us

**Roles and Responsibilities**:

- Act as the liaison between tenants and Cove
- Illustrate Cove's core values and strive to achieve our standard of operations
- Design and implement the entire tenant's experience, focusing on the touchpoints of tenants with Cove
- Responsible for the whole tenant's experience from tenants' check-in until they check-out
- Manage a team of associates to ensure they perform well to achieve their objectives
- Ensure the team is equipped in addressing tenant inquiries and creating tickets based on those requests or issues, and assigning them to the right point of contact
- Provide a positive tenant experience on communication channels, making sure all chats are being responded to within the SLA (1 hour)
- Build relationships with tenants via various channels - online and offline on the properties
- Be the champion of tenants throughout the whole process and organization
- In-charge of making sure the tenant community database and maintenance triage masterfile are updated and reach their monthly targets

**Experience and Qualifications Required**:
**Essential**
- An undergraduate degree in any field (business-related is a bonus)
- Minimum of 2 years' experience in a customer-facing role
- Excellent interpersonal skills

**Preferred**
- Experience working in an early-stage start-up
- Experience in hospitality or call centre
- Experience in people management

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