Deskripsi Pekerjaan
Are you a problem-solver with a passion for delivering exceptional customer experiences? City Facilities Management is seeking a motivated and dynamic Helpdesk Agent to join our growing team in Bangsar, Kuala Lumpur. In this role, you will be the first point of contact for our regional operations, ensuring that facility-related inquiries are resolved promptly and efficiently.
As a key member of our helpdesk team, you will play a vital role in maintaining our high operational standards. We provide a supportive environment where you can develop your technical skills, gain insight into facility management, and build a rewarding career. Whether you are addressing urgent service requests or streamlining communication workflows, your contributions will have a direct impact on our service delivery.
If you are tech-savvy, possess excellent communication skills, and thrive in a fast-paced environment, we want to hear from you. Join us to help shape the future of facility support services in a modern, collaborative workplace.
Tanggung Jawab
- Serve as the primary point of contact for internal and external stakeholders via phone, email, and ticketing systems.
- Log, track, and monitor service requests to ensure timely resolution within agreed service level agreements (SLAs).
- Troubleshoot basic facility and technical issues, escalating complex problems to the appropriate engineering or management teams.
- Maintain accurate records of all interactions and updates within the centralized CRM database.
- Coordinate with field technicians and contractors to dispatch support and verify task completion.
- Provide proactive updates to clients and stakeholders regarding the status of ongoing service tickets.
- Participate in team briefings to improve workflows and identify common recurring issues for process optimization.
Kualifikasi
- Minimum SPM, Diploma, or equivalent qualification in any related field.
- Previous experience in a helpdesk, call center, or customer service role is highly preferred.
- Strong proficiency in both spoken and written English and Bahasa Malaysia.
- Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
- High level of digital literacy, including experience with MS Office suite and ticketing software (e.g., Zendesk, Jira, or similar).
- Strong analytical and problem-solving abilities.
- Ability to work on a rotational shift schedule if required by regional operations.
- Self-motivated with a high attention to detail and ability to multitask effectively.