Analyst - Facilities Help Desk

Jones Lang LaSalle Incorporated; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Jones Lang LaSalle Incorporated is seeking a Helpdesk/Property Service professional for the on-site team in Taguig, Philippines. The role focuses on managing client requests regarding property and facilities repairs, coordinating with vendors, and ensuring timely resolution and client satisfaction.

The position emphasizes handling calls and emails, maintaining service levels, and contributing to a high-quality customer experience within a global real estate services environment.

Responsibilities

• Answer all incoming calls/emails from a dedicated or multi-client portfolio.
• Ensure that requests are addressed in an expeditious manner.
• Analyze caller's needs and implement the best strategy to respond to ensure customer satisfaction.
• Resolves and coordinates the resolution of customer issues.
• Measure costs against established service provider guidelines.
• Verify and track work orders to completion.
• Continually build customer relations with client personnel.
• Problem solve and discern between symptoms and root cause.
• Work under pressure and with tight deadlines.
• Convey commitment to customer satisfaction over the telephone.
• Take ownership for the ultimate resolution of the customer's problem.
• Be proactive and take initiative to find the best solution to the problem.
• Determine when to escalate issues that require further assistance.
• Capture information in system while speaking with the client.
• Experience in property management and understanding landlord/tenant responsibilities.

Job description

Job Description

Overview of the role: The Property Service Centre manages client requests regarding property and facilities repairs and maintenance. They are charged with ensuring that each and every caller's request is managed from inception to completion and payment (if appropriate) to the satisfaction of the client.

Responsible for identifying, analyses, coordinating dispatch of work order requests to the appropriate vendor within the agreed Service Level Agreement. Overdue are being managed effectively to ensure the attendance of the vendors in a timely manner. The appointment and duties may vary dependent on contract requirements and variations.

What this job involves

• Answer all incoming calls/emails from a dedicated or multi-client portfolio.
• Ensure that requests are addressed in an expeditious manner.
• Analyze caller's needs and is empowered to implement the best strategy to respond in order to ensure superior customer satisfaction.
• Resolves and co-ordinates the resolution of customer issues.
• Measure costs against established service provider guidelines.
• Verify and track work orders to completion.
• Continually build customer relations with client personnel.
• Problem solve and discern between the symptoms of the problem and the root cause.
• Work under pressure and with tight deadlines.
• Convey their commitment to customer satisfaction over the telephone.
• Take ownership for the ultimate resolution of the customer's problem.
• Be proactive and take initiative to find the best solution to the problem.
• Determine when to escape critical works or issues that cannot be resolved without further assistance.
• Ability to capture information in system whilst continuing conversation with client.
• Previous experience in property management - understand difference between Landlord and tenant responsibility, knowledge of commercial lease.
• An important part of the role is to assist with the training of other new Helpdesks in the team through the use of a buddy system.

Location

On-site - Taguig, Philippines

Company Overview

JLL is a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world.

We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. We know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

Equal Employment Opportunity

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may email us at [e-mail].

Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity and affirmative action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process - including the online application and/or overall selection process - you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.