Assistant Manager-Customer Service

2 days ago

Delhi, Delhi, India Jones Lang Lasalle Property Consultants Full time ₹ 5,00,000 - ₹ 10,00,000 per year
Job Description

Jones Lang LaSalle Property Consultants (India) Pvt. Ltd. is seeking a proactive and customer-focused Assistant Manager - Customer Service. In this role, you'll be instrumental in ensuring exceptional service delivery, efficient complaint resolution, and seamless communication with our clients and stakeholders.

What This Job Involves:

  • Complaint & Request Resolution: Receive and manage calls and emails from clients, ensuring the closure of complaints and effectively communicating actions taken to stakeholders with a confident and poised demeanor.
  • Ownership & Timeliness: Take full ownership of all client requests and complaints, ensuring they are handled effectively and within the agreed-upon Turnaround Times (TAT).
  • Team Monitoring: Regularly monitor the performance of helpdesk and customer service executives.
  • Premises Rounds: Conduct daily rounds of the premises, reporting any lapses or observations to the relevant teams for prompt action.
  • Feedback & Improvement: Conduct timely Customer Feedback Surveys and share comprehensive reports with clients and management. Cooperate, coordinate, and communicate with other departments to ensure a positive customer experience, sharing consolidated feedback for service improvements.
  • Emergency Response: Assist in ensuring that all complaints, requests, and emergencies are handled expeditiously (as per JLL policies), contacting proper authorities when necessary.
  • Operational Knowledge: Maintain familiarity with the building operating procedures manual, including protocols for lost and found, timings, ID card applications, and permission forms.
  • Administrative Support: Assist with administrative activities such as filing, checking and maintaining inventory records, Daily Management Reports (DMR), Monthly Management Reports (MMR), and clubhouse reports.
  • Event Management: Manage and participate in various events, parties, and CSR activities, overseeing general maintenance and guest handling during these occasions.
  • Escalation Point: Act as a secondary point of contact for all occupants in cases of client escalation.
  • Scheduling: Prepare and approve working schedules and rosters for the helpdesk team to maintain and operate the property at an optimum level, based on operational requirements.

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