Helpdesk/ Customer Service Associate
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This job is a Helpdesk/Customer Service Associate where you'll assist customers by managing requests through calls and emails. You might like this job because it offers a chance to enhance your communication skills while helping people daily!
Undisclosed
Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia, Kuala Lumpur
Full-Time
1 week ago
Job Description
Job ID
222405
Posted
05-Jun-2025
Service line
Corporate Segment
Role type
Full-time
Areas of Interest
Customer Service, Property Management
Location(s)
Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia
Location:
- CBRE KL BSO, Bangsar South
Summary
The primary purpose of this position is to provide help desk support in processing facilities service request received from end users received via phone, emails, and self-service tickets. The customer service representative is mainly responsible for work order management: creation, dispatch, and completion monitoring within the agreed SLA.
Key Responsibilities
- 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.
Experience and Qualification
- 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
- 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
Job Requirements
Company Benefits
Medical
Medical, Prescription, Dental and Vision coverage through national carriers.
Voluntary
Includes Accidental Injury, Critical Illness, Hospital Indemnity, Basic Legal and Identity Theft Protection
Paid Leave
Paid Time Off accrues for 15 to 30 days each year for sick, vacation and personal time off, with rollover, based on years of service.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience