Assistant Manager-Customer Service

Jones Lang LaSalle Property Consultants (India) Pvt. Ltd.

What This Job Involves:

• Complaint & Request Resolution:

  Receive and manage calls and emails from clients, ensuring the closure of complaints and effectively communicating actions taken to stakeholders with a confident and poised demeanor.

• Ownership & Timeliness:

  Take full ownership of all client requests and complaints, ensuring they are handled effectively and within the agreed-upon Turnaround Times (TAT).

• Team Monitoring:

  Regularly monitor the performance of helpdesk and customer service executives.

• Premises Rounds:

  Conduct daily rounds of the premises, reporting any lapses or observations to the relevant teams for prompt action.

• Feedback & Improvement:

  Conduct timely Customer Feedback Surveys and share comprehensive reports with clients and management. Cooperate, coordinate, and communicate with other departments to ensure a positive customer experience, sharing consolidated feedback for service improvements.

• Emergency Response:

  Assist in ensuring that all complaints, requests, and emergencies are handled expeditiously (as per JLL policies), contacting proper authorities when necessary.

• Operational Knowledge:

  Maintain familiarity with the building operating procedures manual, including protocols for lost and found, timings, ID card applications, and permission forms.

• Administrative Support:

  Assist with administrative activities such as filing, checking and maintaining inventory records, Daily Management Reports (DMR), Monthly Management Reports (MMR), and clubhouse reports.

• Event Management:

  Manage and participate in various events, parties, and CSR activities, overseeing general maintenance and guest handling during these occasions.

• Escalation Point:

  Act as a secondary point of contact for all occupants in cases of client escalation.

• Scheduling:

  Prepare and approve working schedules and rosters for the helpdesk team to maintain and operate the property at an optimum level, based on operational requirements.