To be responsible for and provide all daily operational requirements of the Centralized Customer Service Helpdesk and administrative support for the Facility and Building 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 the Property Management team such as issues relating to interruption of operations, business, technical concerns, safety and security;
To assist the Property Management team 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. 

KEY COMPETENCIES
Ability to receive all categories of requests, complaints, and feedback relating to operations, and follow through the completion of the said in timely manner, meeting service standards and expectations of customers;
Ability to communicate effectively with tact and diplomacy, in challenging or difficult customer service interactions, both oral and written;
Ability to adapt to changes in work responsibilities and environment;
Ability to work under minimum supervision and work extra hours, if required;
Strong interpersonal and excellent communication skills;
Pro-active and results oriented;
Ability to provide new ideas and solutions to enhance the processes and works mentioned above;
Mature, independent, honesty and resourceful.

JOB SPECIFICATIONS
Minimum Qualification
A Diploma holder in 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.

Competencies
Proficient in the written and communication in English and Bahasa Malaysia;
Ability to work in dynamic and challenging frontline service operations;
Proficient in all basic Microsoft Office programs such as Microsoft Word, Excel and Powerpoint;
Highly organized and meticulous;
Ability to work independently with high degree of commitment;
Strong interpersonal skills with positive work attitudes;
Resourceful and independent individual;
Able to cope with deadlines and flexible to multi-task;
Pleasant personality, responsible, honest & reliable;
Ability to work on own initiatives and to operate under tight schedules and deadlines.

Competencies (Behavioural)
Mature and self-controlled in challenging customer service interactions;
Enjoys working with people;
Responsive and meticulous;
Time conscious;
Discerning; 
Pleasant personality;
Dedicated and trustworthy;
Diligent and self-motivated;
Flexible to multi-task;
A Good team player;
Works with integrity.