JLL empowers you to shape a brighter way.  

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 for our clients. We are committed to hiring the best, most talented people  and 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.   

Customer Care & Tenant Relations

Inculcate and elevate Customer Care service to a premium level equivalent to a luxury 5-star hotel standard;Develop, implement and sustain within the approved budgets a differentiated set of customer service initiatives to build tenant relations and rapport for tenant retention;Act as the key liaison with tenants for all feedback/complaints;Manage feedback from visitors and general public;Conduct formal monthly/quarterly meetings and ad hoc tenant meetings;Handle and contain escalated complaints from tenants;Ensure the respective building teams attend to and manage the issues timely and within the targeted KPI timelines;Conduct annual tenant satisfaction surveys, provide analyses, work with other teams on responses and suggest improvements on Customer Care, where required;Draft, manage and disseminate important informational and operational circulars and notices to tenants;Conduct new tenants’ induction/orientation;Review, update/refresh E-Handbook and website regularly;Ensure Tenant Directory, tenant’s contact & mailing list, emergency contacts, fire wardens, etc. are updated regularly and at least 2x a year.

Concierge Management

Manage the Concierge team and drive them to deliver consistent and high level customer service;Ensure concierge behaviour such as attendance, timekeeping and grooming are consistent with required client’s standards;Deal with and manage staff discipline issues, as needed;Set the standard for the Security Concierge team and ensure they work together with the Concierge team as one;Manage recruitment, conduct staff performance reviews and incentive programmes with view to sustain and/or add value to overall service level;Provide customer service training and ensure all staff are updated with the relevant skill to ensure consistent level of service.

Helpdesk Management / Administration

Manage Help Desk functions and ensure tenants’ feedback are handled within targeted timelines;Ensure smooth and efficient operation of the Tenant’s Portal system; and review and recommend improvements to system to address tenants’ needs, where required;Monitor, track and ensure all related expenses are kept within the approved budgets and comply with the Financial control policyEnsure invoices are approved in a timely manner for paymentPrepare and submit monthly reports on Customer Care timely;Update SOPs regularly and ensure they are aligned with expected operational standards and KPIs.

Location:

On-site –Singapore

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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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.

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For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

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 accomodationrequest@am.jll.com. 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.