Office Location : CBRE KL BSO, Bangsar South

About the role:

As a CBRE Helpdesk Associate - Facilities Management, you will provide help desk support in processing facilities service request received from end users received via phone, emails, and self-service tickets.

This job is part of the Client Care team mainly responsible for work order management: creation, dispatch, and completion monitoring within the agreed SLA.

What You’ll Do:

• Manage volume of calls (inbound and outbound), emails, and self-service tickets
• Gather relevant and complete details from the requestor to create a work order for site responders to resolve the issue
• Identify customer, site responder needs, concerns, issues with urgency, critical thinking, professionalism, and efficiency; determining all resolutions necessary based on process standards
• Dispatch the work orders on a timely manner including call outs as required
• Manage work orders to ensure that work orders are completed within SLA
• Identify and handle potential and actual critical or emergency requests
• Provide excellent customer experience via phone and email channels in language of support as applicable – English, Mandarin, Bahasa, Malay.

What You’ll need:

• Bachelor's degree in business or any equivalent.
• Junior experience in a Shared Services Center (SSC) or Business Process Outsourcing (BPO) environment, particularly in call center operations experience or call center management experience is preferred
• Must have high proficiency in Malay, English & Mandarin (read/write/speak)
• Microsoft Office proficient and strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Ability to interact with different enterprise stakeholders, clients, and business partners
• Quick learner and sharp attention to detail
• Good coaching and communication skills
• High standard and regard to quality and integrity
• Strong time management and organizational skills
• Ability to provide efficient, timely, reliable, and courteous service to customers
• Ability to effectively present information

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.