Customer Service Representative

MSite has an exciting opportunity for a Customer Service Representative to join our team working in Liverpool. You will join us on a full-time, permanent basis.

We are an extraordinary technology brand looking for extraordinary people.

From humble beginnings, MSite has risen to become a global leader, providing state-of-the-art digital identity solutions to some of world s most demanding workplaces. Our customers, including major construction companies, expect an unparalleled level of innovation and quality from our products and services.

From our employees, we expect commitment, trust and imagination to be your driving forces. In return, you can expect to play a key role in our story and join a dynamic market leader at a crucial stage of its development. At MSite, you can expect more.

The Customer Service Representative role:

As a Customer Service Representative, you will support customers as their first point of contact, providing guidance on using the MSite system and offering first-line assistance with any issues or faults, including managing tickets requiring escalation through to technical teams.

You will be responsible for collaborating closely with our customers to coordinate and oversee the provision of technical assistance, incident resolution, and problem-solving. Your expertise in managing cases within their service level agreements (SLAs), monitoring customer performance, and optimising service desk operations between different tiers of support will be crucial in maintaining high levels of client satisfaction.

What you will do as our Customer Service Representative:

• Providing telephone and ticketing 1st level customer support and triage of support tickets to the relevant support teams/functions across our business.
• Assess the impact and urgency of tickets and gather the appropriate information for the type of Incident / Request.
• Responsible for the resolution of customer issues where possible, ensuring that customers are updated within agreed SLA s and that issues are resolved quickly and efficiently.
• Support the Team Manager towards continued improvement of team process and customer experience.
• Escalate incidents/requests that cannot be resolved within agreed timescales, whilst maintaining responsibility for ticket management and customer communication throughout.
• Proactive and accurate communication to customers on incident and request ticket progress.
• Act as a central point of contact between the customer and MSite, providing an interface for other functions such as Change Management and Incident Management.
• Maintain clear and open communication channels with customers and internal teams providing regular updates on service desk performance and any pertinent changes.

Our ideal Customer Service Representative will have:

• A passion for delivering exceptional customer service
• Excellent communication skills (written and verbal)
• A positive growth mindset
• Highly motivated and energetic team player
• Understanding of IT Service Management methodology
• Ability to work in a highly pressurised environment

Experience

• Previous experience in a customer service role and customer service tools.
• Previous experience of supporting IT / software systems
• Working knowledge of Microsoft Office suite, Excel and Outlook in particular

MSite proudly embraces diversity and is committed to being an equal opportunity employer. We believe in providing a fair and inclusive workplace for all employees, regardless of background, ensuring a merit-based approach to hiring, promotion, and compensation. Our goal is to foster an empowering environment that encourages growth and collaboration among our team members.

If you require any support during the interview process, please let us know.

If you feel you have the necessary skills and experience to be successful in this Customer Service Representative ?role, click apply today. We d love to hear from you!