Our people at JLL 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.
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
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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 monthly reports on recurring calls and service trends; assist building engineers in conducting root cause analyses
Contribute to monthly management reports for client stakeholders
Work closely with admin personnel in processing invoices and maintaining financial documentation
Collaborate with property, technical, engineering, and soft service teams to uphold safety, compliance, and user experience standards
Support development of operational procedures and process improvements in coordination with facilities departments
Actively participate in health and safety reviews and identify potential workplace risks
Participate in emergency evacuation procedures and business continuity protocols as required
Qualifications:
Fluent English (spoken and written) is mandatory for this role
Bachelor's degree in any discipline preferred
1-3 years of experience in helpdesk operations, customer service, or facilities support
Strong phone etiquette, interpersonal skills, and professional communication abilities
Excellent documentation and record-keeping skills with attention to detail
Proficient in MS Office (Word, Excel, PowerPoint); quick learner of FM/helpdesk software and ticketing systems
Superior organizational skills to manage multiple requests and priorities effectively
Customer-centric focus with proven track record in delivering excellent service experience
Understanding of facilities management processes and service delivery workflows
Knowledge of occupational safety and workplace compliance standards preferred
Flexible and adaptable for shifting schedules, fast-paced environments, and ad hoc responsibilities
Collaborative mindset with ability to work effectively across teams and departments
Location:
On-site –Mumbai, MH
Scheduled Weekly Hours:
48
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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