LL supports the Whole You, personally and professionally.
Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
What this job involves:
As a Helpdesk Executive, you will be responsible for delivering top-notch customer service in a 24/7 operational environment. You will work on a rotational shift schedule, including weekends, in an office setting. Your role will include managing customer queries via tickets, emails, and chats, handling escalations and complaints, and ensuring a high level of customer satisfaction. You will work closely with internal stakeholders and contribute to maintaining high performance metrics such as ticket resolution time, chat handling, and customer satisfaction scores.
What your day-to-day will look like:
- Customer Interactions: You will be the first point of contact for customers, responding to their inquiries through various channels like tickets, email, and chat.
- Issue Resolution: Handle and resolve customer complaints or escalations in a professional and timely manner.
- Collaboration: Work with internal teams to resolve issues and ensure customer needs are met.
- Task Management: Manage multiple priorities effectively, ensuring that tasks are completed within deadlines.
- Performance Metrics: Consistently meet or exceed service level agreements (SLAs), customer satisfaction scores, and other performance indicators.
- Learning and Adaptation: Stay up to date with new tools, technologies, and process changes, and adapt quickly to these changes.
Required Skills and Experience:
- Educational Qualification: Must be a graduate.
- Experience in Helpdesk/Customer Service: Prior experience in a helpdesk or customer service role is highly preferred.
- Multi-tasking: Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Interpersonal Skills: Strong interpersonal skills and a team-player mindset are crucial for successful collaboration.
- Self-motivation: Ability to work independently, manage time effectively, and meet deadlines without requiring constant supervision.
- Positive Attitude: A professional and solution-oriented approach to all customer interactions.
