JLL empowers you to shape a brighter way.  

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.   

Superviseur(e) du service à la clientèle – JLL

En quoi consiste ce poste : Vous serez un leader qui donne le ton aux interactions avec les clients au Laurier Québec et Place Ste-Foy. Vous inspirerez l'équipe du service à la clientèle dans l'accomplissement de la mission d'Ivanhoé Cambridge de surprendre et servir les acheteurs et détaillants en offrant une expérience client constamment supérieure. Vous travaillerez étroitement avec l'administration du centre et relèverez le défi d'améliorer l'image de marque des propriétés aux yeux des consommateurs, fournisseurs de services et de la communauté, tout en collaborant avec l'agence d'emploi externe responsable de l'embauche et de la gestion des employés.

À quoi ressemblera votre quotidien :

• Développer des stratégies et tactiques pour améliorer les services offerts aux clients, détaillants, employés et entrepreneurs

• Soutenir le coordinateur de propriété dans la gestion du budget du service à la clientèle et fournir les informations essentielles à la préparation budgétaire

• Surveiller, analyser et rapporter sur les programmes de service à la clientèle et les résultats des initiatives marketing

• Former le personnel du service à la clientèle et créer les horaires de travail tout en approuvant les feuilles de temps

• Coordonner les programmes de tourisme et événements promotionnels en transmettant les informations nécessaires à l'équipe

• Développer et maintenir des liens étroits avec les détaillants tout en supervisant la conformité aux procédures de travail

• Gérer les cartes-cadeaux en collaboration avec l'administrateur de comptes, incluant la réconciliation quotidienne et la gestion de l'inventaire

Qualifications requises :

• Diplôme d'études secondaires ou supérieur

• Trois à cinq ans d'expérience dans un environnement de service à la clientèle, d'hospitalité et/ou de vente au détail

• Maîtrise du français et de l'anglais

• Expérience de travail avec le public et historique d'excellence en service à la clientèle

• Solides compétences en leadership, supervision, résolution de conflits et gestion

• Compétences solides en communication écrite et verbale

• Capacité à travailler de manière indépendante et en équipe

Qualifications préférées :

• Maîtrise des applications informatiques (Microsoft Office) et connaissance approfondie des médias sociaux (Twitter, Instagram et Facebook)

• Expérience avec les programmes de mystères shoppers

• Connaissance des procédures d'urgence et des plans de contingence

• Flexibilité et disponibilité pour travailler les fins de semaine, soirées et jours fériés selon les besoins

• Expérience dans la gestion d'équipes externes via des agences d'emploi

*Interactions orales et/ou écrites avec des locataires ou partenaires externes basés à l’extérieur du Québec (par exemple, fournisseurs de services, cabinets d’avocats, pairs, banquiers, firmes de courtage, firmes d’analyse de crédit, agences de crédits, clientèle non-francophone, etc.)

---

Customer Service Supervisor – JLL

What this job involves: You will be a leader who sets the tone for guest interactions at Laurier Québec and Place Ste-Foy. You will inspire the guest services team in fulfilling Ivanhoé Cambridge's mission to surprise and serve shoppers and retailers by delivering consistently superior customer experience. You will work closely with the centre's administration and meet the challenge of enhancing the properties' brand in the eyes of consumers, service providers and the community, while collaborating with the external employment agency in charge of hiring and managing employees.

What your day-to-day will look like:

• Develop strategies and tactics to improve services provided to guests, retailers, employees and contractors

• Support the property coordinator in managing the guest services budget and supply essential information for budget preparation

• Monitor, analyze and report on guest services programs and results of marketing initiatives

• Train guest services staff and create work schedules while approving timesheets

• Coordinate tourism programs and promotional events by conveying necessary information and instructions to staff

• Develop and maintain close ties with retailers while supervising compliance with work procedures

• Manage gift cards in conjunction with account administrator, including daily reconciliation and inventory management

Required Qualifications:

• High school diploma or higher

• Three to five years of experience in customer service, hospitality and/or retail setting

• Fluency in French and English

• Experience working with the public and track record for customer service excellence

• Strong leadership, supervision, conflict-resolution and management skills

• Solid written and verbal communication skills

• Ability to work independently and within a team

Preferred Qualifications:

• Proficiency in computer applications (Microsoft Office) and in-depth knowledge of social media platforms (Twitter, Instagram and Facebook)

• Experience with mystery shopper programs

• Knowledge of emergency procedures and contingency plans

• Flexibility and availability to work weekends, evenings and holidays as needed

• Experience managing external teams through employment agencies

*Oral and/or written interactions with tenants or external partners based outside Quebec (for example, service providers, law firms, peers, bankers, brokerage firms, credit analysis firms, credit agencies, non-French-speaking clients, etc.)

Location:

On-site –Quebec, QC

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.

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may email us at [email protected]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.