Guest Relationship Executive

Overview

Provide Help Desk services, manage service requests, coordinate with providers, and produce reports.

Key Responsibilities

• help desk
• call logging
• reporting
• work orders
• customer feedback
• health & safety

Tasks

-To provide Help Desk services in accordance with company policies, procedures and processes. Achievement of the Key Performance Indicators and Service Level Agreement targets. -Reporting - Prepare daily / weekly reports on call status. Prepare monthly report on recurring calls and assist Building Engineers in job card analysis -Participate in Emergency Evacuation procedures including crisis management and business continuity. -Assist with the re-sourcing of other aspects of JLL’s operation as required -Contribute to the Monthly Management Report to (Client) -Provide Call logging services in accordance with the service guidelines. -Work closely with Administration in relation to the payment of invoices. Work closely with Engineering and Facilities in relation to the completion of work orders/ contractor management and agreed operational procedures -Follow- up on completion - Close service requests by regularly following up with respective service assignee and record response times -Work order / Job cards - Generate job cards / work orders for all service requests with specific tasks by assigning unique reference numbers -Customer feedback - Communicate with requestor to ensure call closure, request status, reasoning and commit on probable timing of call closure -Receive and log complaints - Record complete details of the service requests / complaints from employees of (Client). Assign Unique Identity numbers for all service requests / complaints -Ensure compliance of regulations / requirements of JLL management -Assign and Despatch - Assign specific service provider based on the nature of request / complain. -Manage all Health and Safety issues and actively participate in Health and Safety reviews -Provide assistance in general administrative activities as required

Requirements

• help desk
• pc literacy
• graduate
• customer service
• continuous improvement
• occupational safety

What You Bring

-Excellent people skills and ability to interact with a wide range of client staff and demands -Demonstrated experience with continuous improvement initiatives highly desirable -Strong Customer Service focus -Demonstrated experience with client reporting and the preparation of statistical call analysis -Strong PC literacy and proven ability to manage daily activities using various systems. -Proven ability to initiate and follow through with improvement initiatives -Good communication Skills. -Graduate in any discipline -Experience in Help Desk operations and processes are required with strong Administration Skills. -Knowledge of Occupational Safety requirements -2 – 3 years’ experience in Help Desk management -Proven ability to function effectively as part of a team

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About Jll

-Founded over 200 years ago, JLL has become a global leader in real estate services and investment management. -With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets. -JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios. -The company is known for its innovative solutions in real estate technology and sustainability. -Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory. -JLL has pioneered the integration of data-driven insights into real estate decision-making. -The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure. -Notable for its long-standing history, JLL continues to shape the global real estate landscape.

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