Job
Description
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.
You will be JLL’s front liner at the site for pre-possession apartments dealing, guest needs and resolving all customer related concerns. Your role is to ensure that customer service is maintained as per the standards set by us. Your day to day activities will involve:
Get the apartments ready from Projects as per customer’s satisfaction at the time of possession, follow up CRM team projects for customer possession dates.
Follow up for the complaints shown by customers at the time of possession & make sure timely closure.
A Customer Relationship Executive in the context of Residential Condominiums is responsible for managing and enhancing the relationship between the condominium property management and its residents. Their job description may include:
Resident Communication: Serving as the primary point of contact for residents, addressing inquiries, concerns, and requests in a prompt and courteous manner, either in person, via phone, or email.
Resident Services: Coordinating and overseeing various resident services, including move-in/move-out procedures, package delivery, maintenance requests, and amenity reservations.
Conflict Resolution: Resolving disputes or conflicts among residents, ensuring a conducive living environment and encouraging positive community interactions.
Resident Events: Organizing and coordinating community events and programs to foster a sense of community and enhance resident engagement.
Lease Administration: Assisting with lease or rental agreement administration, including processing applications, conducting background checks, preparing lease documents, and collecting rent payments.
Maintenance Coordination: Coordinating and tracking maintenance and repair requests, ensuring timely resolution, and maintaining records of service history.
Resident Feedback: Collecting and analyzing resident feedback to identify areas for improvement in services, facilities, and overall resident experience.
Emergency Response: Acting as a point of contact during emergency situations, coordinating with appropriate authorities, and ensuring residents receive timely and accurate information.
Compliance: Ensuring compliance with condominium rules, regulations, and policies, and educating residents about their responsibilities and obligations.
Resident Satisfaction: Monitoring and measuring resident satisfaction levels through surveys or feedback mechanisms, implementing strategies to improve resident satisfaction and retention.
Handling tenant complaints or any crises, such as security issues or technical issues.
Perform all work as assigned by the Property Manager as deemed necessary to maintain and operate the property at an optimum level.
Overall, a Customer Relationship Executive in a Residential Condominium plays a crucial role in ensuring a positive living experience for residents, maintaining good communication channels, and providing excellent customer service to enhance resident satisfaction and retention.
Receiving calls and emails from clients to ensure closure of complaints and communicating the actions taken to the stakeholders in a poised and confident manner.
Taking ownership of the request or complaint and ensuring they are handled effectively within TAT.
Monitoring the helpdesk and customer service executives on a regular basis.
Taking daily rounds of the premises and reporting any lapses/ observations to the relevant team.
Conducting timely Customer Feedback Surveys and sharing the reports with the client/management.
Cooperating, coordinating and communicating with other departments to ensure good customer experience and sharing consolidated feedback reports with the team for improvement of services.
Helping to ensure that any complaint/requests and/or emergencies are handled in an expeditious manner (as per JLL policies) and contact the proper authorities when needed.
Being familiar with the building operating procedures manual (Lost and found, timings, id card application, permission forms etc.)
Helping in activities like filing, checking and maintaining inventory records, DMR, MMR, club house reports, etc.
Managing and participating in events/parties/CSR activities, general maintenance and guest handling.
Act as a secondary point of contact for all occupants, in case of client escalation.
Prepares and approves the working schedule/rostering for the helpdesk team as per the operational requirements to maintain & operate the property at an optimum level.
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.
