Customer Relationship Executive

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 91,000 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.
Customer Relationship Executive
Property and Asset Management

What this Job Involves
You will be the face of JLL at the client’s site and will be responsible for interacting and addressing the needs of guests / tenants by maintaining strong public relations, taking feedback / suggestions. You will also be responsible for:
Cooperate, coordinate and communicate with other departments to ensure good customer experience and taking customer feedback, after every service request/ complaint and sharing the feedback points with the team for improvement of services.
Maintaining a hospitality outlook and always look presentable.
Taking ownership of the request or complaint and ensuring they are handled effectively within TAT
Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
Responding to emergency situations (as per JLL policies) and contact the proper authorities when needed
Being familiar with lost and found procedures.
Nominating and attending the training programs at site/ JLL office.
Addressing concerns through daily checking of mails for priority requests.
Ensuring closure of complaints by proper communication to stakeholders.
Helping in activities like filing, checking and maintaining inventory records, MMR, DMR, complaint trackers, dashboard etc.
Updating the handover/ takeover register before end of shift for all completed/pending tasks.
Managing and participating in events, overlooking general maintenance and guest handling.
Overseeing all building systems including fire/life safety, MEP and all critical utilities.
Ensuring the documentation of assets under asset list/ tracker.
Ensuring the documentation and checking of the assets under defect liability period and AMC/CAMC in a tracker.
Be responsible for hiring, training and development of shift engineers and maintenance staff.
Formulating suitable budgeting controls and Monitoring SLA’s & KPI’s for JLL and outsourced agencies towards effective service deliverance.
Maintaining service level agreements and keeping performance indicator scores above excellence.
Ensuring timely renewal of the agreement, submission of invoices and follow-ups for the payments.
Overseeing all vendor quotations and invoices.
Ensure proper signoffs for attendance and all the required details for cost sheet submission.
Ensuring timely submission of client approved cost sheet to JLL office and following up for the invoice.
Play a key role in managing Engineering operational accounts for buildings as required and assisting in budgeting.

**Site details**:
You will be working on residential site in Ludhiana.

**Site dynamics**:
**Work Schedule**: Site team: e.g.: Property Manager +2 Other details if any

**Reporting**:
You will be directly reporting to the Property Manager as per site.

**Sound like you? Here is what we’re looking for**:
Meticulous and Being Analytical

You must pay attention to detail and have excellent problem-solving skills. Possess the ability to collate information, using logic and reasoning to identify the alternative solutions, conclusions or approaches to problems. You should be able to handle complaints, settle disputes, and resolve grievances and conflicts.

**Qualifications**:
You need to have a relevant educational background in hospitality with min 1-2 years of work experience OR 2-3 years of experience in Client/customer service facing roles.
Good Communication skills with fluency in English and Hindi language is a must
Willingness to work in flexible shifts, weekends and holidays is an added advantage

**What we can do for you**:
At JLL, we make sure that you become the best version of y