JLL supports the Whole You, personally and professionally.
Our people at JLL 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.
Role Overview: Serve as the primary communications link between The Client at Powai employees and facilities management services, ensuring all queries, requests, and service issues are handled efficiently, professionally, and in full compliance with contract standards. Deliver superior call logging and customer service experience with fluent English communication.
Key Responsibilities: • Answer all incoming facility-related calls fluently and courteously in English, greeting callers professionally and documenting requests clearly
- Process service requests from employees and management via calls, email, or ticketing systems with complete details
- Tag each request with unique identity numbers to determine nature of issues and dispatch to appropriate department or vendor
- Prioritize, log, and assign requests to relevant technical or service teams based on urgency and category
- Proactively update callers and team members on request status, scheduled maintenance, and service completion timelines
- Follow up on progress of each request by coordinating with assignees and monitoring response times against SLA targets
- Provide clear instructions and manage expectations throughout the service delivery process
- Ensure each interaction delivers excellent customer experience through active listening, empathy, and customer-service mindset
- Accurately maintain records of all requests, communications, actions, and closure details in designated FM/helpdesk system
- Ensure documentation is audit-ready and compliant with Master Service Agreement requirements
- Keep tabs on feedback and communicate with requestors to ensure proper task closure and satisfaction
- Support urgent repairs and crisis situations through prompt escalation and communication to minimize business disruption
- Assist with vendor scheduling, performance tracking, invoice validation, and attendance checks as per site policies
- Prepare and submit daily, weekly, and monthly helpdesk reports on ticket volumes, closure times, feedback, and compliance metrics
- Prepare monthly reports on recurring calls and service trends; assist building engineers in conducting root cause analyses
- Contribute to monthly management reports for client stakeholders
- Work closely with admin personnel in processing invoices and maintaining financial documentation
- Collaborate with property, technical, engineering, and soft service teams to uphold safety, compliance, and user experience standards
- Support development of operational procedures and process improvements in coordination with facilities departments
- Actively participate in health and safety reviews and identify potential workplace risks
- Participate in emergency evacuation procedures and business continuity protocols as required
Qualifications: • Fluent English (spoken and written) is mandatory for this role
- Bachelor's degree in any discipline preferred
- 1-3 years of experience in helpdesk operations, customer service, or facilities support
- Strong phone etiquette, interpersonal skills, and professional communication abilities
- Excellent documentation and record-keeping skills with attention to detail
- Proficient in MS Office (Word, Excel, PowerPoint); quick learner of FM/helpdesk software and ticketing systems
- Superior organizational skills to manage multiple requests and priorities effectively
- Customer-centric focus with proven track record in delivering excellent service experience
- Understanding of facilities management processes and service delivery workflows
- Knowledge of occupational safety and workplace compliance standards preferred
- Flexible and adaptable for shifting schedules, fast-paced environments, and ad hoc responsibilities
- Collaborative mindset with ability to work effectively across teams and departments
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!
Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.
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.
