FM Helpdesk Associate (Trilingual) Job ID 236276 Posted 02-Sep-2025 Service line Corporate Segment Role type Full-time Areas of Interest Customer Service, Facilities Management Location(s) Kuala Lumpur - Wilayah Persekutuan Kuala Lumpur - Malaysia **Location** **:** + CBRE KL BSO, Bangsar South **About the role** 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. **What You'll Do** + 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. **What You'll Need** + 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 **Why CBRE** When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants. **Our Values in Hiring** At CBRE, we are committed to fostering a culture where everyone feels they belong. We value diverse perspectives and experiences, and we welcome all applications. CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)