What are the responsibilities and job description for the Program Coordinator - Meetings and Events position at JLL?
Work Scope:
- Customer-Facing Resource Management:
- Maintain and update customer-facing resources, such as knowledge bases, FAQs, and support documentation, related to global event support at Amazon.
- Ensure these resources are accurate, up-to-date, and easily accessible to customers and support team.
- Customer Request Handling:
- Respond to inbound customer requests and inquiries regarding hosting events at Amazon.
- Triage and prioritize requests based on urgency and impact.
- Provide prompt and professional responses, addressing customer concerns and resolving issues efficiently.
- Offshore Help Desk Team Management:
- Assist with the supervision of the Offshores Team, prepare, plan, implement trainings.
- Assist with the Event Overflow Assignment Allocation
- Conduct quality assurance checks on the team’s performance, ensuring adherence to service level agreements (SLAs) and customer satisfaction standards.
- Process Improvement and Optimization:
- Demonstrates continuous effort to improve operations, service levels, and streamline work process
- Establishes and provides clarity to existing policies and procedures relating to Events Team support
- Identifying opportunities for improving team communication and efficiency
- Assisting in the creation and rollout of department-based projects.
- Room Inventory Management
- Assist in the process creation and implementation of rooms offline due to maintenance or AV/IT upgrades.
- Develop a deep understanding of the tools and systems used in global event service operations.
