Customer Service-B2 at JLL

The Workplace Ambassador is responsible for managing the front of house, reception and switchboard services. With a client centric approach to service excellence, where guests and callers feel welcomed, ensuring a positive first and last impression for all customers of the Aon client

The Workplace Ambassador functions as a JLL professional who assists the FM team supporting the management of service delivery in their assigned buildings.

As front of house support the Workplace Ambassador must also demonstrate a high level of security awareness at all times and have knowledge of emergency evacuation procedures and Health & Safety.

What this job involves

Customer Experience

• Greet all visitors and callers with a warm welcome, creating a memorable experience.
• Assist and direct visitors to the appropriate staff member, maintaining security protocols at all times.
• Receive, direct and relay calls to the switchboard in accordance with departmental procedures.
• Take initiative to proactively address client customer needs and answer questions.
• Share knowledge of the office services, spaces, and amenities available to guests and help them feel welcomed and productive.
• Escort visitors to meeting rooms as required
• Immaculate personal presentation and the ability to ensure that the Front of House team maintains a professional image and standard of at all times

Facilities Administration

• Track all visitors, including vendors, visiting employees and guests, using client provided tool.
• Monitor daily switchboard reports & collate data for monthly client reporting.
• Coordinate security access cards for employees and vendors
• Coordinate printing and issue of visitor badges.
• Administration of parking spaces for visitors and employees
• Book onsite meeting rooms and hospitality as per client requests and according to site procedures
• Assist with tracking employee on-boarding/off-boarding processes.
• Monitor and maintain office and badge consumables in line within agreed stock levels

Site Operations

• Conduct daily meeting room checks as required by Facilities Management
• As required, assist with incoming and outgoing mail enquiries according to the existing procedures
• Assist in coordinating the repair and maintenance of office equipment including site inspections and Work Order creation
• Monitor Work Orders created for assigned building, following through to completion according to designated responsibility
• Ensure accurate and detailed hand over is planned & passed on (for tasks for within responsibility), if absent from the business

HSE, Security & Quality

• Demonstrate permanent high level of security awareness, knowledge of emergency evacuation procedures, procedures for visits from local authorities.
• Understand & actively support JLL’s HSE and Quality Management programs

Additional Duties & Responsibilities

• Promotes high level of satisfaction among customers by promptly responding to their service requirements.
• Assures prompt response to request from other team members and selected contractors.
• Provides administrative support to the Facilities Management
• Acknowledges role as management office “ambassador”. Ensures that the firm’s image is reflected through proper telephone and reception procedures, and quality service.
• Greets guests and visitors and effectively deals with their concerns by exhibiting a professional, mature, courteous, gracious and efficient manner

Desired skills and experience for this job

The candidate must demonstrate the following skills:

• Problem solving
• Decision makings
• Excellent verbal & written communication
• Proficient with the use of Microsoft Office tools

The candidate must demonstrate the following personal attributes:

• Exemplary Customer focused
• Assertive
• Possess cultural awareness and sensitivity

Experience

• Hotel Reception / Concierge experience desired.

Qualifications

• Education: Minimum leaving certificate
• Proficient in local language and English as a minimum.