JLL supports the Whole You, personally and professionally.

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
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 transparent 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

📌 Help Desk Execut Mumbai (India)
🏢 JLL
📍 India