About Rukita
At Rukita, we believe that great living experiences are built on thoughtful service, seamless operations, and strong relationships. By integrating technology, data insights, and on-the-ground hospitality expertise, we ensure both tenants and property owners receive a consistent, high-quality experience at every touchpoint. As we continue to grow, we are elevating our owner experience to reflect a more personalized, high-touch approach - bringing the standards of premium hospitality into a scalable, modern living ecosystem
About the Role:
The Senior Tenant Experience is responsible for maintaining a high-quality living experience for Rukita tenants through effective operational support, complaint resolution, and tenant engagement initiatives. This role focuses on ensuring service excellence, coordinating with cross-functional teams, and supporting community-building activities to improve tenant satisfaction and loyalty
Responsibilities:
Operational & Case Management
- Handle tenant complaints and requests in a timely, accurate, and professional manner.
- Monitor and follow up on cases through the internal case management system to ensure resolution within SLA.
- Coordinate with related divisions (Housekeeping, Maintenance, Security, etc.) to ensure smooth issue resolution.
- Maintain service quality standards across Rukita properties and support daily operational activities.
Tenant Engagement & Community Building
- Support the implementation of tenant engagement initiatives and community activities across properties.
- Build positive relationships with tenants to enhance overall tenant satisfaction and retention.
- Gather tenant feedback proactively and identify opportunities for service improvement.
- Assist in organizing community events and activities to strengthen tenant engagement and loyalty.
- Familiar with tenant/customer loyalty programs and engagement strategies.
Collaboration & Service Excellence
- Collaborate closely with on-site operational teams to ensure consistent tenant experience standards.
- Provide support and coordination during operational escalations or urgent cases.
- Uphold Rukita's service values and maintain a customer-centric approach in all interactions.
Data Management & Reporting
- Utilize spreadsheets, Google Chat, and communication tools for coordination, tracking, and reporting purposes.
- Prepare regular reports related to tenant satisfaction (CSAT), SLA performance, and operational updates.
- Analyze tenant complaints and feedback trends to provide insights and recommendations for continuous improvement.
Requirements:
- Minimum 5 years of work experience in tenant relations, hospitality, facilities supervision, or property operations.
- Background in hospitality (4–5 star hotel/apartment) is preferred.
- Experienced in handling tenant/customer complaints and case management systems.
- Strong problem-solving skills with a service-oriented mindset.
- Proficient in spreadsheets and communication platforms such as Google Workspace, email, and internal systems.
- Highly organized and able to manage multiple tasks simultaneously.
- Excellent communication skills, high empathy, and ability to work collaboratively across teams.
