Helpdesk Agent

CITY FACILITIES MANAGEMENT SDN. BHD.; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

CITY FACILITIES MANAGEMENT SDN. BHD. is seeking a proactive helpdesk support professional in Malaysia to assist regional operations via a centralized helpdesk.

You will handle incoming calls and requests, log incidents and service requests with high data accuracy, and ensure timely resolution while delivering a high-quality customer experience. The role requires a Diploma or Degree (fresh graduates welcome), strong English, basic Microsoft Office skills, and a willingness to learn in a

Qualifications

• Diploma or degree in any discipline; fresh graduates are encouraged to apply.
• Good command of English (spoken & written).
• Strong interest in customer service or support operations.
• Basic computer literacy with Microsoft Office.

Responsibilities

• Handle inbound queries, incidents and service requests across day/night shifts.
• Log incidents and service requests with high data accuracy (target 98%).
• Complete after-call actions promptly to maintain service levels.
• Coordinate with technicians and contractors to prioritise and escalate issues.
• Deliver clear, confident and professional communication with customers and internal teams.
• Follow established processes to resolve issues efficiently and consistently.
• Meet and exceed SLAs.
• Act on feedback to continuously improve.

Skills

Customer service

English proficiency

Willingness to learn

Education

Diploma / Degree

Tools

Microsoft Office

Job description

A Malaysia-based role supporting regional operations via a centralized helpdesk.

Handle inbound queries, incidents, and service requests across day/night shifts.

Ensure timely resolution while delivering high-quality customer experience.

What You'll Be Doing

Handle incoming calls and requests, capturing accurate details through effective questioning.

Log incidents and service requests with high data accuracy (target: 98%).

Complete all after-call actions promptly to maintain service levels.

Coordinate with technicians and contractors to prioritise and escalat issues.

Deliver clear, confident, and professional communication with customers and internal teams.

Follow established processes to resolve issues efficiently and consistently.

Meet and exceed agreed service level targets (SLAs).

Act on feedback from performance reviews to continuously improve.

Contribute ideas for process improvements and team efficiency.

Build multi-skilled capabilities across support functions.

What We're Looking For

Diploma / Degree in any discipline (fresh graduates are encouraged to apply).

Good command of English (spoken & written).

Strong interest in customer service or support operations.

Basic computer literacy (Microsoft Office).

Willingness to learn and adapt in a fast-paced environment.

Positive attitude, reliability, and eagerness to grow.

Able to work on shift-based schedules.

Facilities Management & Outsourced Services 101-1,000 employees

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings with one goal - to make a positive change in the facilities management industry. The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships.

City diverse services include maintenance and engineering, technical procurement, cleaning and ancillary services across retail, residential, and commercial markets. Our vision "to be the best facilities management solution provider in Asia" will drive us to deliver more value for our clients & achieve greater success for our collaborations.

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings with one goal - to make a positive change in the facilities management industry. The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships.

City diverse services include maintenance and engineering, technical procurement, cleaning and ancillary services across retail, residential, and commercial markets. Our vision "to be the best facilities management solution provider in Asia" will drive us to deliver more value for our clients & achieve greater success for our collaborations.