Bilingual Customer Service Representative (Overnight)

JLL - St. John's, NL (il y a 30+ jours)

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Job Description

***Please note the role will be for Weekday & Weekend overnights. Thursday – Monday overnight (10pm – 6:30am)***


About JLL

We’re JLL. We’re a professional services and investment management firm specializing in real estate. As a Fortune 500 company, we help real estate owners, occupiers and investors achieve their business ambitions. We have nearly 300 corporate offices across 80 countries, with a team of more than 86,000 individuals.

If you’re looking to step up your career, JLL is the perfect professional home. With us, you’ll have a chance to innovate with the world’s leading businesses, put that expertise into action on landmark projects, and work on game-changing real estate initiatives. You’ll also make long-lasting professional connections and be inspired by the best. We’re focused on opportunity and want to help you make the most of yours. Achieve your ambitions—join us at JLL!

What this job involves

The Call Center Representative will provide superior client service and build positive customer relationships with client personnel, service providers, and business partners. Meet or exceed internal business unit and external client Key Performance Metrics. Provide easy, efficient, professional, knowledgeable, and productive customer experience for all callers.


  • Receive incoming calls, email, and web requests from a variety of geographically located facilities in a professional, patient, and knowledgeable manner.
  • Determine the course of action for each call based on pre-established guidelines and policies & procedures including escalations and urgent work orders.
  • Develop an in-depth understanding of our client’s business, strategies, policies & procedures which allows us to provide a consistent comprehensive level of service.
  • Provide accurate and timely client work orders which result in highly satisfied customers.
  • Finds solutions to customer problems and assumes a high level of ownership for customer satisfaction.
  • Maintain individual daily productivity statistics/performance metrics.
  • Monitor telephony queue time data to maximize productivity and ensure daily/monthly/annual SLA’s are met.
  • Complete all assigned daily call-backs to ensure high Customer Satisfaction (Follow-Through).
  • Identify areas of opportunity and utilizes skills/knowledge to suggest improvements.
  • Task and project oriented, ability to meet short deadlines, and support other account operations as assigned.
  • Team player-ability to share and communicate ideas within the team and throughout the Portfolio.
  • Be able to quickly adapt to change and be comfortable in a structured environment.
  • Participate in on/off-site training opportunities as offered.

Sound like you? To apply you need to be:

  • 1-2 years in a Customer Service environment, preferably in a Facilities Management, I.T. Support, or Call center capacity.
  • Effective verbal and written communications skills with the ability to ask the appropriate questions and handle difficult/stressful situations as necessary.
  • Ability to multi-task and prioritize duties on a daily basis.
  • Good analytical, and people skills a must.
  • Detail oriented with highly developed problem-solving skills.
  • Excellent attendance and punctuality is essential.
  • Strong data entry skills with a focus on details and accuracy.
  • Proficient in Microsoft Office applications.
  • Experience with Employee Self Service, Call Management, and/or WO Management Software.
  • Knowledge of CMMS systems: Maximo, SAP, Data Stream, 360, OVWO.
  • Bilingualism in French & English is mandatory

What you can expect from us

We’re an entrepreneurial, inclusive culture. We succeed together—across the desk and around the globe. We believe the best inspire the best, so we invest in supporting each other, learning together and celebrating our success.

Our Total Rewards program reflects our commitment to helping you achieve your ambitions in career, recognition, well-being, benefits and pay. We’ll offer you a competitive salary and benefits package.

With us, you’ll develop your strengths and enjoy a career full of varied experiences. We can’t wait to see where your ambitions take you at JLL.

With us, you’ll develop your strengths and enjoy a career full of varied experiences. We can’t wait to see where your ambitions take you at JLL.

JLL Is An Equal Opportunity Employer

JLL is an equal opportunity employer and committed to recruiting, developing and maintaining a diverse workforce in compliance with all applicable Human Rights legislation. The Company will endeavor to make reasonable accommodations up to the point of undue hardship, for disabilities made known to it by its employees and applicants.

If you are applying to a position in Canada, accommodations for applicants with disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process. For all internal and external applicants who require accommodation in the recruitment and selection process please contact JLL Careers.Canada for assistance/support. Applicants must complete all required steps in the application process, including providing a Resume/CV, in order to be considered for this position.

Job Types: Full-time, Permanent


  • Customer Service: 3 years (Required)

Work remotely:

  • Temporarily due to COVID-19