Senior Facilities Analyst & Client Support Lead

JLL; Philippines; On-site; PHP 335,000 - 469,000; Full time

Job summary

JLL in Taguig, Philippines is seeking a detail-oriented Contact Center Associate to deliver English-speaking client support across global accounts. You will handle calls, emails, and chats, assess needs, and coordinate with internal teams and vendors to resolve issues, while maintaining high satisfaction and adherence to service levels.

The role emphasizes strong communication, MS Office skills, and the ability to work in shifting schedules, contributing to continuous process improvements and

Qualifications

• Excellent verbal and written English communication skills.
• Advanced proficiency in MS Office Suite.
• Strong administrative organization and time management skills.
• 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.

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.
• 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 with precise information capture and timely communication.
• Maintain understanding of policies, procedures, and compliance standards.
• Mentor new team members via buddy programs and knowledge sharing.

Skills

English communication

MS Office

Time management

Reporting & analytics

Shift work

Global region experience

Education

Bachelor's degree

Tools

MS Office Suite

Job description

JLL in Taguig, Philippines is seeking a detail-oriented Contact Center Associate to deliver English-speaking client support across global accounts. You will handle calls, emails, and chats, assess needs, and coordinate with internal teams and vendors to resolve issues, while maintaining high satisfaction and adherence to service levels.

The role emphasizes strong communication, MS Office skills, and the ability to work in shifting schedules, contributing to continuous process improvements and