Customer Service Representative

MSite by Infobric; Liverpool; On-site; GBP 21,000 - 28,000; Full time

Job summary

MSite by Infobric is seeking a Customer Service Representative to be the first point of contact for customers, delivering exceptional service across inquiries, service requests, and technical issues. You will guide customers on using the MSite platform, troubleshoot first-line issues, and ensure interactions meet service levels.

The role involves logging and managing support tickets, gathering information, and progressing incidents within agreed SLAs, while collaborating with colleagues across

Qualifications

• Prior experience in a customer service environment.
• Good working knowledge of Microsoft Office, including Outlook, Word and Excel.
• Excellent written and verbal communication and strong interpersonal skills.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and manage multiple tasks in a fast-paced setting.
• Experience supporting IT systems, software applications, or technical products.
• Experience using ticketing, service desk, or case management systems.
• Understanding of incident management and customer support processes.
• Experience working within a fast-paced service or support environment.

Responsibilities

• Provide first-line customer support via telephone, email, and ticketing systems.
• Triage tickets and route incidents to appropriate teams.
• Gather relevant information and assess impact, priority, and urgency.
• Maintain accurate ticket records, notes, and ownership for clear handovers.
• Escalate issues that cannot be resolved within SLAs while maintaining ownership.
• Deliver proactive updates to customers regarding incidents and service requests.
• Coordinate communication across service delivery functions and stakeholders.
• Build strong relationships with customers and internal teams.
• Assist customers in day-to-day use of the MSite platform.
• Support subcontractors and site teams in operational use of MSite products.
• Resolve issues at first contact wherever possible and manage expectations.
• Contribute to continuous service improvement by identifying gaps and recurring issues.
• Collaborate with colleagues to ensure effective issue resolution and knowledge sharing.

Skills

Customer service

Communication

Interpersonal skills

Attention to detail

Prioritisation

Ownership

Team collaboration

Problem solving

Education

Tools

Ticketing systems

MSite platform

Microsoft Office (Outlook, Word, Excel)

Job description

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.

Success in this role requires strong organisational skills, attention to detail, and the ability to prioritise effectively in a fast-paced environment. You will work collaboratively with customers, contractors, workers, and colleagues across the business, helping to achieve together by building strong relationships and contributing to an integrated digital ecosystem. Through clear communication and effective teamwork, you will ensure seamless handovers between support teams and maintain ownership of issues through to resolution.

• Provide first-line customer support via telephone, email, and ticketing systems, ensuring all enquiries are handled professionally and efficiently.
• Triage supports 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.

Personal Attributes

• A strong commitment to delivering high-quality outcomes and positive customer experiences.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally.
• Strong interpersonal skills and the ability to build effective working relationships with colleagues and stakeholders.
• A positive, flexible, and adaptable approach to learning and professional development.
• High levels of motivation, initiative, and a collaborative team-oriented mindset.
• Excellent attention to detail and strong organisational skills.
• A proactive approach to taking ownership and accountability for tasks and outcomes.
• The ability to follow established processes, procedures, and best practices consistently.
• Resilience under pressure, with the ability to manage competing priorities and meet deadlines in a fast-paced environment.
• A solution-focused mindset with strong problem-solving abilities and a willingness to go the extra mile to achieve results.

Experience

• Previous experience working in a customer service environment.
• Good working knowledge of the Microsoft Office suite, including Outlook, Word, and Excel.
• Strong communication and interpersonal skills, with the ability to build positive relationships with customers and colleagues.
• Excellent organisational skills and attention to detail.
• Ability to prioritise workload and manage multiple tasks effectively.
• Previous experience supporting IT systems, software applications, or technical products.
• Experience using ticketing, service desk, or case management systems.
• Understanding of incident management and customer support processes.
• Experience working within a fast-paced service or support environment.