Job description for Tenant Relation Officer at PT Putragaya Wahana
Responsibilities :
1. Tenant Relations & Customer Service
- Maintain professional and positive relationships with tenants and ensure a high level of tenant satisfaction
- Act as the primary point of contact for tenant inquiries, requests, complaints, and operational concerns
- Respond to tenant issues promptly and coordinate with relevant departments to provide appropriate solutions
- Conduct regular tenant visits and maintain effective communication with tenants
- Monitor tenant feedback and identify opportunities to improve tenant experience
2. Tenant Administration
- Maintain accurate and up-to-date tenant records, contact details, documents, and correspondence
- Monitor tenant documentation, permits, licenses, and other administrative requirements
- Assist in the preparation and distribution of tenant notices, circulars, operational information, and announcements
- Ensure tenant-related documentation is properly recorded and maintained
3. Tenant Operations & Coordination
- Coordinate with tenants regarding fit-out, renovation, moving activities, deliveries, loading/unloading, and other operational requirements
- Coordinate with Engineering, Security, Cleaning, Parking, Leasing, Marketing, and other relevant departments regarding tenant matters
- Monitor tenant compliance with property rules, regulations, operational procedures, and building standards
- Follow up on tenant operational issues until they are properly resolved
- Support the implementation of property management policies and procedures
4. Tenant Complaints & Problem Solving
- Receive, record, and follow up on tenant complaints and service requests
- Investigate tenant concerns and coordinate with relevant departments to determine appropriate solutions
- Ensure timely resolution and provide updates to tenants regarding the status of their concerns
- Maintain records of complaints, actions taken, and resolutions for reporting and evaluation purposes
5. Tenant Engagement & Activities
- Support tenant engagement programs and activities organized by the Management
- Coordinate with tenants for promotional activities, events, campaigns, and other property-related programs
- Encourage tenant participation in mall/property programs and maintain good communication throughout the activities
6. Monitoring & Reporting
- Conduct regular inspections of tenant areas to ensure compliance with operational and property standards
- Monitor tenant business operations, including opening hours, cleanliness, signage, displays, and general compliance where applicable
- Prepare periodic reports regarding tenant complaints, requests, operational issues, and other tenant-related matters
- Provide feedback and recommendations to management regarding tenant concerns and potential improvements
Qualifications :
- Bachelor’s degree in Business Administration, Management, Hospitality, Property Management, or a related field
- Minimum 1–3 years of experience in Tenant Relations, Customer Relations, Mall Management, Property Management, Hospitality, or a related field
- Good understanding of tenant relations and property/mall operations
- Strong communication and interpersonal skills
- Good customer service orientation and problem-solving skills
- Able to manage complaints and challenging situations professionally
- Good coordination and negotiation skills
- Proficient in Microsoft Office applications
- Able to work independently as well as collaboratively with cross-functional teams
- Willing to work on weekends, public holidays, or in shifts when required by property operations
