Store Maintenance Coordinator (Help Desk)

FamilyMart; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading convenience store chain in Malaysia is seeking a Store Maintenance Coordinator to provide customer service and technical support. The role involves troubleshooting issues, maintaining customer records, and ensuring high satisfaction levels. Candidates should have experience in customer service, strong communication skills, and the ability to work on shifts based on business needs. A high school diploma is required, with a preference for further education. The position is based in Bukit Jelutong, Shah Alam.

Qualifications

• Experience in a customer service or help desk role.
• Ability to troubleshoot and resolve technical issues.
• Familiarity with basic software.

Responsibilities

• Provide first-line support for customer inquiries.
• Troubleshoot technical problems and escalate when necessary.
• Maintain records of customer interactions and resolutions.

Skills

Customer service experience

Technical problem-solving

Strong communication skills

Attention to detail

Ability to multitask

Interpersonal skills

Education

High school diploma or equivalent

Associate’s or bachelor’s degree (preferred)

Tools

Help desk software

Ticketing systems (e.g., Zendesk, Freshdesk)

Job description

Store Maintenance Coordinator (Help Desk)

• Provide first-line support for customer inquiries and technical issues via phone, email, chat, or other communication channels.
• Troubleshoot and resolve technical problems related to products or services, escalating issues to higher‑tier support as necessary.
• Maintain a clear and detailed record of customer interactions, issues, and resolutions in the help desk system.
• Follow up with customers to ensure issues are fully resolved.
• Collaborate with internal teams to improve processes and escape recurring or complex issues.
• Stay up to date with product updates, new features, and troubleshooting procedures. Provide product information and guidance to customers.
• Ensure customer service standards are met, aiming for a high level of customer satisfaction.

Job Requirements

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Proven experience in a customer service or help desk role.
• Strong communication skills (both verbal and written).
• Ability to troubleshoot and resolve basic technical issues.
• Experience with help desk software and ticketing systems (e.g., "Zendesk, Freshdesk").
• Excellent problem‑solving skills and attention to detail.
• Ability to multitask and prioritize tasks effectively.
• Strong interpersonal skills and the ability to work well with others.
• Familiarity with basic software.
• Experience in customer service for services.
• Knowledge of common customer service best practices and principles.
• Willing to work on a shift basis according to business needs, in office based in Bukit Jelutong, Shah Alam.