Job Description

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.



Customer Care & Tenant Relations

Inculcate and elevate Customer Care service to a premium level equivalent to a luxury 5-star hotel standard;

Develop, implement and sustain within the approved budgets a differentiated set of customer service initiatives to build tenant relations and rapport for tenant retention;

Act as the key liaison with tenants for all feedback/complaints;

Manage feedback from visitors and general public;

Conduct formal monthly/quarterly meetings and ad hoc tenant meetings;

Handle and contain escalated complaints from tenants;

Ensure the respective building teams attend to and manage the issues timely and within the targeted KPI timelines;

Conduct annual tenant satisfaction surveys, provide analyses, work with other teams on responses and suggest improvements on Customer Care, where required;

Draft, manage and disseminate important informational and operational circulars and notices to tenants;

Conduct new tenants' induction/orientation;

Review, update/refresh E-Handbook and website regularly;

Ensure Tenant Directory, tenant's contact & mailing list, emergency contacts, fire wardens, etc. are updated regularly and at least 2x a year.



Concierge Management

Manage the Concierge team and drive them to deliver consistent and high level customer service;

Ensure concierge behaviour such as attendance, timekeeping and grooming are consistent with required client's standards;

Deal with and manage staff discipline issues, as needed;

Set the standard for the Security Concierge team and ensure they work together with the Concierge team as one;

Manage recruitment, conduct staff performance reviews and incentive programmes with view to sustain and/or add value to overall service level;

Provide customer service training and ensure all staff are updated with the relevant skill to ensure consistent level of service.



Helpdesk Management / Administration

Manage Help Desk functions and ensure tenants' feedback are handled within targeted timelines;

Ensure smooth and efficient operation of the Tenant's Portal system; and review and recommend improvements to system to address tenants' needs, where required;

Monitor, track and ensure all related expenses are kept within the approved budgets and comply with the Financial control policy

Ensure invoices are approved in a timely manner for payment

Prepare and submit monthly reports on Customer Care timely;

Update SOPs regularly and ensure they are aligned with expected operational standards and KPIs.

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



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.