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Customer Relationship Manager

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JLL

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Real Estate & Property
  • Melbourne
  • Quick Apply

AI generated summary

  • You need 5+ years in customer service, strong leadership in customer excellence, excellent communication and organization skills, MS Suite knowledge, and a friendly demeanor; property/events experience preferred.
  • You will be the main tenant contact, resolve service requests, manage budgets, oversee operations, and enhance customer engagement while ensuring safety and quality standards.

Requirements

  • · Minimum 5 years of experience in customer service
  • · Demonstrated ability to drive customer excellence and lead teams to deliver results
  • · Excellent communication and organizational skills
  • · Experience in the events/property industry is desirable
  • · Sound knowledge of MS Suite of products
  • · Friendly, pleasant, and outgoing demeanor

Responsibilities

  • Act as the Customer Service Champion, being the main point of contact for all tenants
  • Liaise effectively with the JLL team to address service delivery issues
  • Chair operational meetings with tenants and the onsite operations team
  • Be available to all tenants via phone, email, and in person, including after hours
  • Ensure prompt and satisfactory resolution of tenant service requests (TSRs)
  • Identify operational areas that require attention and maintain the highest standards of presentation
  • Develop and execute plans for customer retention and community engagement
  • Manage front-of-house, tenant-related, and customer experience contracts
  • Conduct regular service meetings with contractors and enforce contract terms
  • Prepare and manage the budget and control costs for building services
  • Identify and collate any recharges for services provided by Building Management
  • Manage the concierge team in developing, marketing, and selling exhibitions, functions, and events
  • Promote casual leasing and film/photography opportunities on-site
  • Prepare and manage the Melbourne Quarter Tower Customer Service Training program
  • Comply with all safety and quality-related matters on-site
  • Manage response to on-site incidents and report to owners and insurers

FAQs

What is the duration of the Customer Relationship Manager position?

The position is a 12-month fixed-term role to cover a maternity leave.

What qualifications are required for this role?

A minimum of 5 years of experience in customer service is required, along with demonstrated ability to drive customer excellence and lead teams.

Is experience in the events/property industry necessary?

While it is desirable, experience in the events/property industry is not mandatory.

What are the main responsibilities of the Customer Relationship Manager?

Responsibilities include acting as the main point of contact for tenants, addressing service delivery issues, managing budgets, overseeing the concierge team, and ensuring high standards of service delivery.

What software skills are necessary for this position?

Sound knowledge of MS Suite of products is required.

Will the Customer Relationship Manager be available after hours?

Yes, the Customer Relationship Manager will be available to all tenants via phone, email, and in person, including after hours.

Are there opportunities for professional development in this role?

Yes, JLL is committed to professional growth and provides various opportunities for development and training.

What kind of work environment can I expect at JLL?

You can expect an entrepreneurial, inclusive culture where teamwork, ethics, and excellence are fundamental values.

Does JLL promote diversity and inclusion?

Yes, JLL is dedicated to creating a diverse and inclusive culture where all individuals feel welcomed, valued, and empowered.

Are there benefits offered for mental and emotional well-being?

Yes, JLL offers a supportive culture and a comprehensive benefits package that prioritizes mental, physical, and emotional health.

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JLL

We shape the future of real estate for a better world

Real Estate
Industry
10,001+
Employees

Mission & Purpose

We’re a leading professional services firm that specializes in real estate and investment management. JLL shapes the future of real estate for a better world by using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people and our communities. We want the most ambitious clients to work with us, and the most ambitious people to work for us. Join us.

Benefits

  • Medical Plan

    Choose from three plan options: Standard, Plus or Basic, administered by UnitedHealthCare and, in limited locations, Kaiser Permanente. Health Savings Account (HSA) automatically comes with Plus or Basic plans and is Company-funded with $600 for employee coverage, or $1,200 for employee+1 or family coverage. 100 percent preventive care coverage is included with all plans.

  • Paid time off (PTO)

    Combines vacation, sick leave and personal time: 18 to 28 days per year, depending on your years of service and job level.

  • Enhanced Life Insurance

    Take advantage of group rates on optional coverage for you, your spouse/domestic partner and children at your own cost. Enroll when first eligible for the most favorable underwriting.

  • Parental Leave Pay

    Six weeks of paid leave at 100% of salary.

  • Flexible work arrangements

    May be available to help you balance work, family and personal commitments.