Customer Service Representative

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.

Our customers are at the heart of our business, and as a Customer Service Representative, you will be responsible for delivering exceptional customer service by providing accurate advice, solutions and guidance when they need it. The right candidate will have a positive mindset, a passion for customer service and a great attitude.

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 reasonable adjustments during the interview process, please let us know.

Key Accountabilities & Responsibilities

• 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.
• Collaborate closely with customers to ensure alignment with our service desk standards and procedures. Foster strong working relationships and provide guidance as needed.
• Facilitate subcontractors in effectively managing the day-to-day operations of MSite.

Person Profile

Personal Attributes

• 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