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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 closur
📌 Help Desk Executive-2 (Mumbai)
🏢 JLL
📍 Mumbai