Job
Description
About JLL With over 200 years of experience, JLL (NYSE: JLL) is a leading global commercial real estate and investment management company that assists clients in buying, building, occupying, managing, and investing in various commercial, industrial, hotel, residential, and retail properties. As a Fortune 500 company generating an annual revenue of $23.4 billion, operating in over 80 countries worldwide, our team of more than 112,000 employees leverages a global platform with local expertise. Driven by our purpose to shape the future of real estate for a better world, we aim to help our clients, people, and communities see a brighter future. JLL is the brand name and a registered trademark of Jones Lang LaSalle Incorporated. In this role, you will work effectively across different communication channels (Case, Emails, MS Team) with a strong focus on creating a positive customer experience. You will demonstrate high proficiency in HR processes and standard operating procedures, resolving Tier 1 and Tier 2 queries and transactions related to core HR business processes. It is essential to ensure quality responses to all queries and complaints, maintaining adherence to quality standards outlined in SOPs and operational frameworks. Following a first-time-right approach is crucial in providing accurate resolution and reducing case re-openings. Communication is key in this role as you will be required to direct employees to appropriate documentation or procedures needed to resolve queries/issues, handle escalations from process partners and HRs, and provide root cause analysis for key issues supported by the CRM platform. Collaborating with cross-functional teams, managing team workload, and fostering an inclusive team culture that encourages innovation and collaboration are also important aspects of this role. Key Skills: - Strong communication and interpersonal skills - Problem-solving aptitude and ability to make decisions - Commitment to continuous learning and professional development - Very good understanding of HR service practices, processes, and procedures - Above-and-beyond customer service mindset - Security focus when dealing with sensitive HR data - Excellent written and verbal communication skills - Knowledge of Case Management tool (Service-now) is an added advantage - Proficiency in MS Office Suite skills (Word, Excel, Outlook) - Previous experience with any HR system/platform/technology (Workday/Success-factor) is preferred - Bachelor's or master's degree in human resources or related field - 6+ years of experience in an HR client services role is preferred If you possess the above skills and qualities, this role will require you to demonstrate excellent customer service skills using efficient processes, be highly employee and customer-centric, organized, and self-disciplined. You should be able to work in a fast-paced environment with constant and tight deadlines, adapt and drive change to derive efficiencies/productivity, and manage competing priorities and multiple stakeholders effectively. Proactiveness in achieving results with great attention to detail and excellent teamwork interaction and orientation are also essential qualities for this role.,
