Natural HR Limited
Location
Liverpool | United Kingdom
Job description
Job alerts Register your details The Bunker, 25 Innovation Boulevard, Liverpool, Merseyside, L7 9PW United Kingdom
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.
Through a managed service you will be responsible for collaborating closely with our subcontractors to coordinate and oversee the provision of technical assistance, incident resolution, and problem-solving. Your expertise in managing service level agreements (SLAs), monitoring subcontractor performance, and optimizing service desk operations 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.
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 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.
• Maintain clear and open communication channels with subcontractors, internal teams, and clients, providing regular updates on service desk performance and any pertinent changes.
• Collaborate closely with subcontractors 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.
• Excellent communication skills (written and verbal)
• Highly motivated and energetic team player
• Understanding of IT Service Management methodology
• Ability to work in a highly pressurised environment
Experience
• Previous experience in a customer service role.
• Working knowledge of Microsoft Office suite, Excel and Outlook in particular
Job tags
Salary
