CRM/Lobby Manager

Jones Lang LaSalle (JLL); Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Jones Lang LaSalle (JLL) is seeking a front-line customer service executive at the Hyderabad site. You will anticipate guest needs, resolve concerns, and ensure service standards are met as per JLL guidelines.

Daily tasks include handling calls/emails, owning requests, monitoring the helpdesk, and reporting to management. The role requires hospitality experience, English fluency, and flexibility for shifts.

Qualifications

• Relevant education in hospitality preferred, with 2–3 years in client-facing roles or 4–5 years in similar roles.
• Excellent English communication and clarity.
• Willingness to work flexible shifts, weekends and holidays.
• Basic computer and MS Office knowledge is a plus.

Responsibilities

• Receive calls and emails to resolve complaints and inform stakeholders.
• Own requests and ensure resolution within TAT.
• Monitor the helpdesk and field team performance.
• Conduct daily site rounds and report lapses.
• Collect customer feedback and share reports with management.
• Coordinate with departments to improve guest experience.

Skills

Meticulous and analytical

Communication skills

English fluency

MS Office

Education

Hospitality studies background

Tools

MS Office

Job description

Job Summary

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.

Site dynamics

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

Reporting

You will be reporting to Property Manager.

What we're looking for

• Meticulous and analytical.

You must pay attention to detail and have excellent problem-solving skills. You would also use logic and reasoning to identify the alternative solutions, conclusions or approaches to problems. Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Qualifications

• You will have a relevant education background in hospitality studies would be preferred, with min 2-3 years of work experience OR 4-5 years of experience in client facing roles.
• Good Communication skills with speech clarity, fluency in English language will be important.
• Willingness to work in flexible shifts, weekends and holidays as per requirement will be a must.
• Basic understanding of operating computers and mobile application and MS Office (Excel, Word, PowerPoint) is an added advantage.

Location

On-site - Hyderabad, TS

Scheduled Weekly Hours

48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.