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Our complete end-to-end solution helps construction site teams optimally manage their workforce and site operations.

 

 

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Customer Service Representative

Who are MSite?

MSite is the company behind construction’s leading technology platform for workforce management.

The complete end-to-end solution helps construction site teams to optimally manage their workforce and site operations.

MSite offers software modules including worker pre-registration, online inductions, access and attendance, briefings, delivery management and enhanced vetting, along with biometric access control hardware and a digital reporting suite.

Based on Liverpool Innovation Park and part of the Infobric Group, MSite is helping to build a better world by driving new levels of productivity and safety in the construction sector.

We have an exciting opportunity for a Customer Service Representative to join our Operations Team. 

What does a Customer Service Representative do?

As a Customer Service Representative, you will be the first point of contact for our customers in the event of a service issue or fault, supporting our customers by providing first level support and managing support tickets that sit with our technical support teams across MSite. 

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!

  • 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 all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all 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.

Experience 
      • Previous experience in a customer service role.
      • Working knowledge of Microsoft Office suite, Excel and Outlook in particular.

 

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

 

What we can do for you

  • 25 days holidays, increasing with service
  • Healthcare Cash Plan
  • Perkbox
  • Study Assistance
  • Life Assurance and Critical Illness Cover
  • Recruitment Bounty