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.

We’re JLL. We’re a professional services and investment management firm specializing in real estate. We help organizations around the world achieve their ambitions by owning, occupying and investing in real estate.

If you’re looking to step up your career, JLL is the perfect professional home. At JLL, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections through sharing different perspectives, and you’ll be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions – join us at JLL!

Role Purpose

The Helpdesk Agent reports into the Helpdesk Customer Experience Manager and is responsible for managing contacts received within the Trouble ticketing tool. His/her main responsibility is to resolve issues and answer inquiries received in timely and professional manner

What this job involves

• Receive, handle and resolve Client contacts submitted within the internal tool
• Liaise with clients and appropriate vendors using the available communication channels – phone, e-mail, internal tools
• Respond with effective, clear and professional written and oral communication
• Take ownership of a particular region to support local teams in their transition to remote handling of specific Trouble tickets. & Implement client driven initiatives and guidelines that improve end user experience.
• Actively seek solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Participate in creation of SOPs and other documents improving day-to-day workflow of other team members.
• Continually improve, simplify and innovate the current worksheets and processes
• Liaise with Customers for special requirements, maintaining request forms operational and up-to-date
• Provide feedback and follow-ups on recurring issues
• KPI Reporting and alignment across EMEA
• All other tasks/ duties as required

Every day is different, and in all these activities, we’d encourage you to show your ingenuity.

Sounds like you? To apply you need to have:

• Fluent English is Essential
• Additional EU language is an advantage
• 1 year in customer facing environment required – Support care and/or Customer service are preferred
• Experience in facility management services or hospitality environment are an advantage
• Process improvement awareness and experience
• Technical (Computers & Internet) savvy is required.
• Desired skill-sets include MS Office Application Excel /Power Pivot and other basic features/, SharePoint management, Mozilla Firefox
• End to end ownership of every client interaction and couples this with proactive problem solving to provide exceptional support to clients
• Demonstrated desire to expand skills into new areas
• Keen logical thinking and analytical skills, with the ability to understand and empathize with clients
• Ability to embrace constant change with flexibility and good grace
• Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
• Demonstrated strong prioritization and time management skills, with a high degree of flexibility
• Demonstrates effective communication, composure, and professional attitude

What you can expect from us

• You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things.
• Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, wellbeing, benefits and pay.
• Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where JLL can take you...

Apply today at jll.com/careers.

Location:

On-site –Belen, CRI

Job Tags:

GREF

If 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 Notice

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.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

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 and Affirmative Action 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 contact us at Accommodation Requests. 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.