[Hiring] Senior Analyst - Facilities Coordinator @JLL

Role Description

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.

• Customer Service & Relationship Management
  • 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.
• Operations & Process Management
  • 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.
• Problem-Solving & Analysis
  • 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.
• Team Development & Collaboration
  • 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.

Qualifications

• 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 applicants).

Location

Remote – Taguig, Philippines

Benefits

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.