Helpdesk Operator (KL) Job ID 216628 Posted 24-Apr-2025 Service line GWS Segment Role type Full-time Areas of Interest Customer Service, Facilities Management Location(s) Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia Location: Kuala Lumpur Working hours: Monday to Friday (8.30am to 6.00pm) **JOB SUMMARY** The purpose of this position is to provide information in response to inquiries about products and services and to handle and resolve complaints. **ESSENTIAL DUTIES AND RESPONSIBILITIES** + Provides customer service by answering incoming service requests, via phone, chat, email & online requests from all business units on facility-related issues. + Generates and dispatches service request work orders for completion by vendors. + Responds to customer inquires and concerns. Follows up with customers to ensure customer satisfaction. + Updates Computer Maintenance Management System (CMMS), customer service database, and spreadsheets as needed with updated service information. + Contacts customer for additional information and communicating the steps in the work order process. + Runs, reviews, and distributes various customer service reports as necessary. + May generate and dispatch service request work orders for completion by vendors. + May assist with the training of new hires and temporary employees on CMMS (Computer Maintenance Management System), customer service database, email, Live Chat and Call Center procedures. + Provides informal assistance such as technical guidance and/or training to co-workers. + Other duties may be assigned. **REQUIREMENT** + **EDUCATION and EXPERIENCE:** Min. SPM / Diploma in Call Center experience preferred. Minimum two years of related experience. + **COMMUNICATION SKILLS:** Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence. Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. + **FINANCIAL KNOWLEDGE:** Ability to calculate simple figures such as percentages. + **REASONING ABILITY:** Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. + **OTHER SKILLS and ABILITIES:** Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)