Customer Support Specialist
hace 7 días
**About JLL:**
We're a leading professional services and investment management firm specializing in real estate, with operations in over 80 countries and a workforce of over 91,000 individuals worldwide.
We have a responsibility to drive sustainability and corporate social responsibility as a global Fortune 500 company.
Our purpose is to shape the future of real estate for a better world, using advanced technology to create opportunities and sustainable solutions for our clients, people, and communities.
We value teamwork, ethics, and excellence, and we're honored to be recognized by organizations globally and locally.
We strive to create a diverse and inclusive culture where everyone feels welcomed, valued, and empowered to achieve their full potential.
We know that unique backgrounds, experiences, and perspectives help us think bigger, spark innovation, and succeed together.
**Job Purpose:**
The Client Contact Specialist reports to the Helpdesk Manager and is responsible for managing contacts received within the Trouble Ticketing tool.
Main responsibilities include resolving issues and answering inquiries in a timely and professional manner.
**Key Responsibilities:**
- Receive, handle, and resolve client contacts submitted within the internal tool
- 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 identify trends to appropriate channels including improvement suggestions
- Participate in creating SOPs and other documents improving day-to-day workflow of other team members
- Continually improve, simplify, and innovate 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 AMER
**Requirements:**
- +2 years of experience in customer service
- System knowledge (Platforms, Internet, and Microsoft Office)
- Intermediate to advanced level of English
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