Senior Analyst – Facilities Coordinator
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Job Description
Senior Analyst providing facility management services to JLL clients worldwide. Evaluating client needs and ensuring excellent customer satisfaction through proactive outreach and service solutions.
Responsibilities:
- Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations.
- Deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.
- Evaluate client requirements and develop customized service approaches to enhance satisfaction levels.
- Establish and nurture professional client relationships through consistent, proactive outreach.
- Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout.
- Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results.
- Generate comprehensive work orders and track completion while keeping stakeholders informed of progress.
- Partner with internal departments and external service providers to deliver timely, effective solutions.
- Follow established service standards while actively identifying opportunities to surpass client expectations.
- Ensure thorough knowledge of company policies, procedures, and compliance requirements for operational excellence.
- Apply expert judgment to recognize critical situations requiring escalation to management or specialized teams.
- Support root cause analysis efforts for persistent or high-impact client concerns.
- Manage customer inquiries end-to-end, ensuring accurate information collection and consistent stakeholder updates.
- Work with cross-functional teams to design and implement operational enhancements and process refinements.
- Champion team training and development programs to improve overall service quality and performance.
- Guide new team members through structured mentorship programs and knowledge transfer to foster a high-performance environment.
- Contribute to strategic planning and policy development initiatives that support organizational objectives.
Requirements:
- Excellent verbal and written English communication skills.
- Advanced proficiency in computer functions within MS Office Suite.
- Strong administrative skills in organization and time management.
- Good reporting, analytics, and presentation skills.
- Willingness to work on shifting/rotating schedules.
- Experience in supporting Global Region services is an advantage.
- Bachelor’s degree preferred.
- Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months.
Benefits:
- Our benefits are a good reason to come to JLL.
- Health, financial, and personal well-being resources.
- Opportunities for personal and financial security.
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