Customer Service Representative Job at 360 Resourcing Solutions (Liverpool)

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.

Job Responsibility

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

Requirements

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
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

Nice to have

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

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