Workplace Services Support

Overview

Deliver and manage workplace service support, handling tickets, customer queries, and admin tasks.

Key Responsibilities

• jira management
• corrigo integration
• financial reporting
• sla compliance
• qa audits
• data analysis

Tasks

-Assist with financial reporting and budget management relating to various Workplace services. -Ensure compliance with the Service Level Agreements and the successful delivery of Key Performance Indicators (KPIs) set forth by JLL. -Anticipate and proactively support employees’ needs, ensuring a seamless service experience. -Contribute to operational reporting, effectively communicate risks, and adhere to escalation processes in line with JLL and client policies. -Manage various ticket types via the Jira Workplace Service Desk, such as general questions, personal requests, sympathy gifts, digital greeting cards, long service awards, digital vouchers and gifts, off-boarding tickets, transportation requests, Regional Connection Gatherings and others. -Provide support to Concierge and Facilities Management leadership both locally and globally, as needed. -Support general administrative activities and contribute to the creation of support documentation. -Propose improvements or innovations for operational systems and processes to enhance efficiency. -Proactively collaborate across teams to support consistent service delivery standards. -Collaborate with internal departments and external vendors to ensure quality customer service and work jointly to meet performance goals. -Conduct regular Quality Assurance audits of Workplace requests, programs, and financial reporting. -Contact Security for any risks and act as a floor warden for emergency response, following established incident and emergency procedures. -Coordinate with Facilities Teams on basic tasks and tickets, such as lift breakdowns, key replacements, and minor maintenance requests, and escalate any urgent requests accordingly. -Anticipate client needs and transform challenges into opportunities, delivering proactive solutions. -Assist in developing standards and tracking service requests, ensuring timely follow-up and resolution while maintaining records of service requests and complaints. -Perform ad hoc assignments and provide administrative support to ensure seamless, timely service delivery. -Manage and respond to a high volume of Jira tickets for Workplace services, ensuring adherence to workflows and processes. -Adopt a proactive and professional approach to customer service, consistently seeking opportunities to create exceptional experiences for clients and stakeholders. -Offer comprehensive virtual support that encompasses general information related to the workplace, as well as various workplace services. -Respond to staff inquiries, including answering Confluence questions and resolving or redirecting as appropriate. -Deliver warm, professional, and attentive service to all staff and vendors, fostering a customer-focused environment aligned with JLL values. -Support data transfer from Jira tickets to JLL’s Corrigo platform. -Collect, analyze, and report data to align with client goals and objectives while supporting continuous service improvement and performance excellence. -Demonstrate a strong commitment to clients through meticulous attention to detail and effective support, ensuring consistent service delivery. -Collaborate with internal departments and external vendors to enhance and ensure high-quality customer service. -Support onsite teams in maintaining a neat, functional, and safe facility environment in collaboration with facilities management. -Actively identify opportunities for achieving optimal results, fostering open, constructive, and collaborative relationships with superiors, peers, and clients. -Maintain a customer service-oriented mindset, ensuring high levels of engagement and satisfaction in all professional interactions.

Requirements

• g‑suite
• confluence
• jira
• help desk
• customer service
• problem solving

What You Bring

-Exemplify confidence, professionalism, and responsiveness while providing exceptional customer service. -2-4 years of experience in experience services, hospitality, service desk management, or the commercial real estate industry. Proven track record in Help Desk operations and processes is highly desirable. -Adaptability to work on a rotating 24-hour schedule (Monday-Friday, or Bengaluru Monday-Saturday) -Demonstrate strong communication skills, both verbal and written, with fluency in English, facilitating effective interactions across a diverse range of client personnel, including at senior levels. -Adopt a proactive approach to risk management, responding to changes with resilience and a positive attitude while adeptly managing shifting daily priorities. -Collaboration and Interpersonal Skills: Highly collaborative with a proven track record of delivering excellent customer service. Supports a positive team environment with a friendly and can-do attitude. -Professionalism and Integrity: Demonstrates honesty, trustworthiness, and a professional demeanor. Skilled at multitasking while maintaining a positive outlook and proactive approach. -Customer Experience Focus: Strong emphasis on delivering exceptional customer service and excellent problem-solving skills, with the ability to manage multiple priorities effectively. -Exhibit excellent time management, organizational, and planning skills, enhancing overall operational efficiency. -Strong problem-solving skills, attention to detail, and commitment to maintaining confidentiality and data security -Strong administrative skills with proficiency in G-Suite applications; knowledge of Confluence, Jira, and Coupa is advantageous. -Excellent verbal and written communication skills, demonstrating ability to articulate complex information clearly and concisely in a professional manner. -Self-motivated and Adaptable: A proactive self-starter with a can-do attitude, capable of quickly adapting to new processes and rapidly changing environments. -The requirements for this role vary based on the shift schedule. On-site work required during day shifts; remote for late/night shifts. -Technical Proficiency: Competent in using computer systems, with a readiness to learn and utilize software products and tools, along with proficiency in G-Suite applications. -Communication Skills: Excellent verbal and written communication abilities in English, supported by active listening skills. Capable of making customers feel valued, leaving a lasting positive impression. -Time Management and Independence: Strong skills in prioritization and time management, able to work independently while consistently delivering results in a fast-paced environment.

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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.

Sector Specialisms