Regional Helpdesk Agent - Malaysia (Shift-Based)

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

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