Helpdesk Executive

JLL; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

JLL in Gurugram is seeking a Guest Services Associate to be the face of the client site, addressing guests and tenants' needs with professionalism. You will maintain hospitality standards, handle feedback, and coordinate with teams to ensure service quality.

You will perform rounds, manage complaints within defined timelines, conduct feedback surveys, and support events and office maintenance. This role requires presentability, quick response to emergencies, and strong communication skills.

Responsibilities

• Interact with guests/tenants to address needs and maintain high service standards.
• Take ownership of requests/complaints and ensure resolution within agreed timelines (TAT).
• Conduct daily rounds of the premises and report gaps to the relevant team.

Job description

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.
• Receiving calls and emails from clients.
• 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.