Client Relations Manager

1 day ago

Gurgaon, Haryana, India JLL Full time

You will be JLL's front liner at the site for anticipating guest needs and resolving all customer related concerns. Your role is to ensure that customer service is maintained as per the standards set by the us. Your day to day activities will involve:

  • Receiving calls and emails from clients to ensure closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
  • Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
  • Monitoring the helpdesk and customer service executives on a regular basis.
  • 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.
  • Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
  • Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
  • Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
  • Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
  • Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
  • Act as a secondary point of contact for all occupants, in case of client escalation.
  • Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.

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