analyst- Customer ServiceJones Lang LaSalle

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.Our expectationsOur values are a pivotal component to being the chosen real estate expert and strategic advisor to the leading owners, occupiers and investors around the world.Support our PeopleOur employees are our most valuable resource.We want to attract, develop and retain the best people.Serve our ClientsWe determine our success by the value we produce for our clients.We want to be our client's trusted advisor and preferred business partner.Aspire to LeadershipWe always strive to be the best in everything we do.These values guide our conduct and behaviour towards everyone with whom we come into contact. Specifically, our expectations for all employees are that we will all behave in accordance with the following expectations:Behave at all times in accordance with JLL's policies and procedures and report any concerns to your line manager.Work in a safe manner, in compliance with all relevant Occupational Health and Safety requirements.Comply with JLL's Quality and Risk Management Systems.Proactively pursue ongoing personal growth and professional developmentBehave in a manner that results in a workplace free of discrimination, harassment, and intimidation and bullying.Carry out all duties as set out in this position description, and other work as directed by your Manager, in line with your ability to do so in a safe and competent mannerKey DimensionsFinancial DelegationThe position has no set financial delegation. The VAST Operations Manager must approve all financial expenditure.Key Internal RelationshipsThe Capital Markets Business Support Specialist:Reports to the Assigned Manager on daily issues/queries, identified risks or concerns or if requiring assistance.Interacts with VAST to share knowledge and contribute to continual improvement of the team.Interacts and builds a high level of rapport with CM Staff and VAST Manager for Operations to achieve our vision and strategic goals.Key External RelationshipsLiaises with CM Staff regarding documentation or file clarificationKey Accountabilities - "How we plan to get there"EMPLOYING THE BEST PEOPLEProvide advice and assistance to other VAST Members as requested, and escalate any identified risks to the VAST Manager for Operations or the VAST Lead.Provide a higher level of administrative support and assistance to facilitate a smooth processPROVIDING SUPERIOR CLIENT SERVICEEfficiently manages time to meet required timeframes and obligations relating to the provision of quality client service.Appropriately and correctly uses all internal systems, processes and policies.All work is completed to required standards ensuring accurate and compliance with any relevant industry and client requirements.At all times ensures a 'client first' attitude is displayed when undertaking the role, including provision of high quality service to internal and external clientAnswer inbound calls and all other client requests as required, assisting clients and responding to client requests where appropriate and in a timely manner.Ongoing monitoring and management of all internal valuation systems through the entire workflow lifecycle.Accurately update job status on Enquiry ScheduleAccurately update job status on all online systemsDEVELOPMENT AND INNOVATIONAttend all VAST meetings, actively contributing ideas and suggestions for continuous improvements in processes and systems.Identify opportunities for continuous improvement in processes and systems and provide suggestions to management and other key staff.Monitor own performance against set KPIs and adjust work processes as required in order to meet KPIs.OTHEROther duties within safety and competency parameters, as directed by your assigned Manager, from time to time.Conduct all activities in accordance with the Company's Quality management system.Qualifications and Special RequirementsTertiary qualifications in valuation or a property related discipline, an advantageIntermediate skills in MS Outlook, MS Windows and Internet.Key Performance IndicatorsKnowledgeDemonstrated knowledge of office work processes and experience in following these.Knowledge of professional standards and expectations in an office environment.Practical knowledge of customer service standards and experience in a service driven environment.Knowledge of and prior experience in meeting client SLAs and individual and team KPIs.SkillsDemonstrated time management skills, with proven ability to deliver results within deadline.Demonstrated customer service skills, with the ability to communicate effectively with a diverse range of internal and external clients.High computer literacy skills, including the ability to effectively and accurately use (or the ability to quickly learn to use):Microsoft Office programs (Word, Outlook and Excel)AbilitiesAbility to manage own time and workflow effectively to meet/exceed turn around times and deadlines.Ability to deal with challenging KPIs and factors outside own control.Ability to work within a busy 'open plan' office environment, and continue to focus on work despite interruptions.Ability to work with attention to detail and high degree of accuracyAbility to respond to urgent requests in a calm and professional manner.Ability to work with Team Leader to improve efficiency of individual and team work processes and approaches.Key Performance IndicatorsWork ProductivityParticular Queue are actioned within 2 hours of receiptAll contact (emails, phone calls, MS Teams, system notifications, etc) for specific property requests are recorded- 100% compliantAll valuation files are updated daily on various systems with current action and delay notifications. Notes to be accurate and contain full and relevant action taken and next steps required.Monitor client systems and provide meaningful communication on valuation requests.All daily work received, has been processed with relevant updates.Team FocusFeedback from your assigned Manager and the wider Risk team is positive.Feedback from Valuers, other staff within our department and the greater JLL community is positive.Demonstrate forethought to provide assistance to others during quieter workflow periods.Quality and ComplianceAll valuation jobs are booked in with in the JLL preferred booking timeframesAll valuation jobs are charged the correct fee as per the current client fee schedules or as quoted.All valuation jobs have the correct service type requested within the online platformsAll workplace incidents, hazards, risks and opportunities for improvement are appropriately reported.Growth of the companyIdentifies areas where service quality can be improved and actively participates in initiatives to deliver improvementsConveys any identified opportunities for new business to Manager and participates in establishing and maintaining client relationships were required.Location:On-site -Taguig, PhilippinesJob Tags:JBSIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!JLL Privacy NoticeJones 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.For more information about how JLL processes your personal data, please view our .For additional details please see our career site pages for each country.For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy .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 [Protected Info]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our page
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Jones Lang LaSalle

Taguig City, Metro Manila
Permanent
Full-time