Senior Analyst - Facilities Coordinator

Jones Lang LaSalle Incorporated; Philippines; Remote; PHP 335,000 - 558,000; Full time

Job summary

Jones Lang LaSalle Incorporated in the Philippines is seeking a customer service professional to handle inquiries via calls, email, and chat, while coordinating with internal teams to resolve issues.

You will build relationships with client personnel, analyze needs, and escalate when necessary, ensuring timely, high-quality service within our process guidelines.

The role requires shifting work schedules, strong communication, and a commitment to customer satisfaction across global teams.

Qualifications

• Excellent verbal and written English communication skills.
• Advanced proficiency in MS Office Suite.
• Strong administrative and time-management abilities.
• Good reporting, analytics, and presentation skills.
• Willingness to work on shifting/rotating schedules.
• Bachelor’s degree preferred.

Responsibilities

• Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests.
• Assess customer needs to develop targeted response strategies that optimize satisfaction outcomes.
• Build and maintain strong professional relationships with client personnel through proactive communication.
• Collaborate with cross-functional teams to design and implement enhancements and process improvements.
• Coordinate with internal teams and external vendors to ensure timely, effective solutions.
• Lead end-to-end management of customer requests, ensuring precise information capture and timely communication.

Skills

Excellent verbal and written English

MS Office proficiency

Administrative skills

Reporting and analytics

Willingness to work shifts

Education

Bachelor’s degree

Tools

MS Office

Job description

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

How we support the Whole You: Our benefits are a good reason to come to JLL. We are committed to hiring the best, most talented people in our industry, and then empowering them with the resources and support to enhance their health, financial, and personal well-being. Our underlying benefits philosophy is this: be fair to our people and provide opportunities for those who take advantage of our programs and resources to increase their personal and financial security.

What this job involves

• Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests.


• Assess customer needs to develop targeted response strategies that optimize satisfaction outcomes.


• Build and maintain strong professional relationships with client personnel through proactive communication.


• Collaborate with cross-functional teams to design and implement enhancements and process improvements.


• Conduct detailed assessments of customer needs to craft tailored response strategies that maximize satisfaction and operational success.


• Coordinate with internal teams and external vendors to ensure timely, effective solutions.


• Create detailed work orders and monitor progress to completion with clear stakeholder communication.


• Develop and execute comprehensive work orders, monitoring their progress and proactively updating stakeholders to drive resolution efficiency.


• Display unwavering commitment to customer satisfaction by personally resolving issues and consistently striving for exemplary outcomes.


• Exercise advanced judgment to identify critical issues requiring escalation to senior leadership or specialized technical teams.


• Forge and sustain strong, professional partnerships with client personnel by engaging in proactive, transparent communication.


• Help with root cause analyses for recurring or high-impact customer issues.


• Lead contributions to team training and development initiatives to elevate overall service delivery and performance outcomes.


• Lead end-to-end management of customer requests, ensuring both precise information capture and consistent, timely communication with all stakeholders.


• Maintain a thorough understanding of relevant policies, procedures, and compliance standards, ensuring operational excellence.


• Mentor new team members via structured buddy programs and knowledge-sharing, helping to cultivate a high-performance team culture.


• Operate within established service level agreements while continuously seeking opportunities to exceed client expectations.


• Oversee and coordinate activities between internal teams and external vendors, facilitating prompt and effective delivery of solutions.


• Participate in strategic planning and policy development sessions to align operational initiatives with organizational goals.


• Process customer requests while maintaining precise information gathering and communication.


• Take full ownership of customer issues from initial contact through complete resolution.


• Take full responsibility for the customer journey—from initial contact to complete issue resolution—ensuring professional accountability at every stage.

Qualifications and Skills

• 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.


• Must have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months.

Location

Remote – Taguig, Philippines

Benefits

• Access to programs and resources that enhance health, financial, and personal well-being.


• Opportunities for those who take advantage of our programs and resources to increase personal and financial security.

Diversity and Inclusion

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

Privacy Notice

JLL 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.