Customer Service Representative

As a Customer Service Representative, you will be the first point of contact for MSite customers, delivering exceptional service and support across a range of enquiries, service requests, and technical issues.

You will provide guidance on using the MSite platform, troubleshoot first-line issues, and ensure all customer interactions are managed professionally and efficiently, in line with agreed service levels.

Working closely with customers and internal teams, you will be responsible for accurately logging and managing support tickets, gathering relevant information, and ensuring incidents are progressed and resolved within agreed SLAs. By embracing challenge and approaching obstacles as opportunities to improve outcomes, you will help support the construction industry's ongoing digital transformation while delivering a positive customer experience.

Responsibilities

• Provide first-line customer support via telephone, email, and ticketing systems, ensuring all enquiries are handled professionally and efficiently.
• Triage support tickets and route incidents, service requests, and queries to the appropriate support teams or business functions.
• Assess the impact, priority, and urgency of incidents and service requests, gathering all relevant information required for effective resolution.
• Maintain accurate ticket records, including detailed notes, categorisation, prioritisation, and ownership, ensuring clear handovers and escalation paths.
• Escalate incidents and requests that cannot be resolved within agreed timescales, while retaining ownership of customer communication and ticket progression.
• Deliver proactive, timely, and accurate updates to customers regarding incidents, service requests, and ongoing support activities.
• Act as a central point of contact between customers and MSite, coordinating communication and activities across functions, including Service Delivery, Change Management, and Incident Management.
• Build and maintain strong working relationships with customers and internal stakeholders, ensuring alignment with service desk standards, processes, and best practices.
• Collaborate with customers to provide guidance, support, and advice that enables effective day-to-day use of the MSite platform.
• Support subcontractors and site teams in managing the operational use of MSite products and services.
• Resolve customer issues wherever possible at the first point of contact, ensuring service levels are met, and customer expectations are effectively managed.
• Support hardware swap-out and maintenance activities by configuring, clearing, and preparing storage components within turnstile DCM units and facial recognition readers in accordance with established processes.
• Contribute to continuous service improvement by identifying recurring issues, knowledge gaps, process improvements, and opportunities to enhance customer experience.
• Work collaboratively with colleagues across the business to ensure effective issue resolution, knowledge sharing, and service excellence.
• Ensure compliance with company policies, procedures, and service management processes always.