Senior Analyst – Facilities Coordinator

Role Overview

• Our team provides comprehensive contact center services to more than 100+ JLL clients globally, specializing in facility management and support operations.
• 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.
• Evaluate client requirements and develop customized service approaches to enhance satisfaction levels.
• Establish and nurture professional client relationships through consistent, proactive outreach.
• Own the complete customer experience from initial inquiry to final resolution, maintaining accountability throughout.
• Demonstrate exceptional dedication to client satisfaction by personally addressing concerns and pursuing outstanding results.
• Generate comprehensive work orders and track completion while keeping stakeholders informed of progress.
• Partner with internal departments and external service providers to deliver timely, effective solutions.
• Follow established service standards while actively identifying opportunities to surpass client expectations.
• Ensure thorough knowledge of company policies, procedures, and compliance requirements for operational excellence.
• Apply expert judgment to recognize critical situations requiring escalation to management or specialized teams.
• Support root cause analysis efforts for persistent or high-impact client concerns.
• Manage customer inquiries end-to-end, ensuring accurate information collection and consistent stakeholder updates.
• Work with cross-functional teams to design and implement operational enhancements and process refinements.
• Champion team training and development programs to improve overall service quality and performance.
• Guide new team members through structured mentorship programs and knowledge transfer to foster a high-performance environment.
• Contribute to strategic planning and policy development initiatives that support organizational objectives.

Requirements

• 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.

Benefits

• Our benefits are a good reason to come to JLL.
• Health, financial, and personal well-being resources.
• Opportunities for personal and financial security.