Senior Analyst - Facilities Coordinator

JLL; United States; Remote; USD 4,800 - 6,700; Full time

Job summary

JLL is seeking a customer-facing support professional to manage 24/7 contact center tasks for global clients in the Philippines.

Role involves handling calls, emails and chats, building client relationships, and coordinating with vendors to resolve facility management requests. A Bachelor’s degree is preferred and strong English skills are required. Remote work option with rotating schedules is available.

Qualifications

• Excellent verbal and written English communication.
• Strong organizational and time management skills.
• Experience in supporting Global Region services is an advantage.
• Should have at least 1-year tenure in current role/Service Line and must not have policy infraction on record for the last six months.

Responsibilities

• Handle inbound and outbound calls, emails, chat for facility management requests.
• Assess customer needs to optimize satisfaction.
• Build strong client relationships through proactive communication.
• Coordinate with internal teams and external vendors to ensure timely solutions.
• Create detailed work orders and monitor progress to resolution.
• Maintain SLAs and escalate critical issues to senior teams.
• Mentor new team members and support training initiatives.

Skills

Excellent English comms

MS Office proficiency

Administrative skills

Reporting & analytics

Shift work readiness

Education

Bachelor's degree preferred

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 peopleand 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:

Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations. We deliver 24/7 assistance across multiple functions including service requests, inquiries, account management, complaints, follow-ups, and other facility management needs for our English-speaking global clients.

Key responsibilities may include, but are not limited to:

• 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.

Sounds like you?

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

Location:

–Taguig, Philippines

Location:

Remote –Taguig, Philippines

About JLL

We’re JLL—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. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

_ 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.

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.

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.

_ 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.

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.

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]. 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.