Helpdesk/ Customer Service Associate 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 CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)