Customer Care

3 weeks ago

Singapur, Singapore JLL Full time

JLL supports the Whole You, personally and professionally.


Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Duties and responsibilities

Key Responsibilities

Tenant Relations

Assist in implementing the “We Care” program comprising several customer care initiatives e.g. Tenant’s Welcome/Birthday/Anniversary treats and ensure these are kept to the timelines. Conduct/attend regular meetings with tenants and to draft and circulate minutes of meeting within 3 working days after meeting. Assist with new tenants’ business commencement i.e. handing over; orientation / induction, official openings, welcome hamper basket, etc. Attend to general and building enquiries from tenants Handle escalated feedback from tenants, work with respective departments to resolve the issue timely and as a team Provide support and attendance for tenants’ events and activities such as Fruit Day, Tenants’ Treats and Tenants’ Nights Review and vet Tenant E-Handbook and Induction and Website (tenant information only) to ensure information are kept up to date Assist in conducting annual tenant surveys for office and retail tenants including developing the survey forms, soliciting participation/response, providing analyses, suggestions to improve service level and follow up with tenants on appropriate responses . Draft and disseminate relevant circulars and notices to tenants as and when required Maintain and update tenants’ contact information regularly. These include directory listings, mailing list, key contact person, emergency contacts, fire wardens, etc. Carry out ad-hoc tasks that may be assigned as when needed

Concierge Operations

To lead, guide and mentor the Concierge to deliver consistent and good performance Train new concierge on roles and responsibilities including system operations Ensure all payments are processed and paid timely Prepare monthly customer care reports

Administration

Manage the application and sale of season, hourly and complimentary parking tickets including handling all enquiries, verifying, billing and reconciling payments. Maintain proper office filing system (soft & hard) Assist managers in procurement including obtaining quotations for related work and services. Prepare and follow up on Expense Approval process Assist to track and update expenses where applicable Assist in contracts management and documentation Track and monitor term contracts and licence expiries Assist to prepare monthly management reports.

Operations

Conduct regular cleaning inspections at toilets, lift lobbies and common areas with cleaning contractor Work closely with Centre Management team to identify and rectify defects in the toilets, lift lobbies and common areas Track project cleaning documentation such as work approval, work order, inspection checklist, and payment process Assist other divisions and any ad hoc projects or assignments as and when necessary

Key Competencies & Performance Measures

Strong customer service orientation with pride of work Excellent grooming presentation Good attendance and punctuality at work essential Confident and comfortable to handle corporate clients including senior level managers Open and able to build rapport and trust quickly Proactive and solution oriented, friendly with assertive but personable nature Initiative and able to work independently Able to work under pressure and meet set timelines Experience in using Microsoft office – word, excel & power-point  Manage service delivery as per agreed SLA Achieve KPI and SLA targets Compliance with standards and audit requirements

Required Qualifications & Experience

Minimum Diploma holder with 3-5 years’ working experience in the service industry, preferably in airline, 5-star hotel and high-end retail brands Excellent interpersonal skills to manage diverse range of service providers and Client representatives Possess strong verbal and written communication skills  Experienced in handling administrative work Possess initiative and professionalism with the ability to organise, prioritize work and work independently Able to multi task with good time management skills

Location:

On-site –Singapore

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

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