To be responsible for and provide all daily operational requirements of the Centralized Customer Service Helpdesk and administrative support for the Property Management department in TEG Assets Sdn. Bhd. (TEGA).

KEY RESULT AREAS / RESPONSIBILITIES
• To update & monitor all feedback from the various customer feedback channels;
• To administer and manage the Computerized Maintenance Management System (CMMS);
• To receive and attend to all enquiries, complaints, and feedback from tenants and/or customers via the Help Desk online system, telephone, email and walk-ins;
• To ensure provision of timely and accurate resolution to all enquiries, complaints, and feedback received by assigning them to appropriate internal service departments or vendors, follow up on the completion of the request within appropriate and agreed outcome and timeline and communicate the same to the requester;
• To discern and escalate major or critical service requests requiring attention of Director- Property Management such as issues relating to interruption of operations, business, technical concerns, safety and security;
• To assist Director- Property Management in the administrative, documentation, and knowledge management functions & requirements;
• To collect, compile and prepare reports on all data related to customer from enquiries, complaints, feedback, response time, resolution time, etc;
• To collect, compile and prepare appropriate reports on all data related to the CMMS from work requests, preventive maintenance status, types of breakdowns, budget vs actual, and other related and important data that measures and can assist the continuous improvement in the team efficiency;
• To carry out customer service surveys as part of continuous improvement;
• To assist develop standard operating procedures for Help Desk, and provide support for the development of standard operating procedures for departmental operations;
• To assist develop service standards and response times for all categories of customer, user requests, complaints, and feedback;
•  To manage and work with the CMMS and Help Desk channels service providers in the maintenance and continuous improvement in the systems;

•  To co-ordinate with the Facility & Building Management related matters by liaising with consultants, contractors, visitors and clients;
•  To assist Facilities Management & Building Management in achieving excellent service standards and customer retention;
•   Participate in improvement programs/projects assigned and work closely with other departments in achieving company objective;
•  To conduct audit checks on the completeness of the programs/projects assigned or programs/projects that will be handover to Facility Management;
•  Provide information to respective stakeholders on current events activities or sales/services promotion through the multiple Help Desk channels;
•  Ensure all walk-in customers/tenants are greeted and assisted pleasantly with their enquiries;
•  To assist perform audits on IFM (Integrated Facilities Management) company for facilities management services performance;
•  To prepare and ensure accuracy and timeliness of monthly departmental reporting (i.e. Power BI, PowerPoint, and other Microsoft application);
•  To assist to raise Internal Request Form, follow up on Purchase Order issuance, and the processing of Invoices for payment;
•  To prepare and submit minutes of meeting and documenting for records;
•  Perform any other related duties or as instructed by the Superior;
•  To assist office administration, contracts, official correspondences, departments handling of outsources dispatch, and communication and follow up on local authorities matters;
•  Keep track on contracts and statutory validity and ensure the documents are valid with proper documentation.

JOB SPECIFICATIONS
Minimum Qualification
•  A Degree holder in the related field, Mass Communication, Business Administration or Facilities Management Administrator is encouraged to apply.

Related Experience
•  Minimum of 5 years of working experience in highly dynamic frontline customer service operations in the service industry;
•  Experience in startup operations will be an added advantage.