We are looking for a Customer Success Advisor, to join our Customer Success and Delivery Team who ensure our clients have smooth, positive customer experience and maximise the full potential of Omniplex Leaning's products and services. This role will support the business's mission to help organisations unleash the power of learning for their people to achieve more than they ever thought possible. We do that by delivering a complete learning solution, connecting people to a higher level of skill and confidence by providing easy access to continuous learning and development.

About You

This is a great opportunity for an enthusiastic, responsive individual who possesses a combination of qualities and skills that enable them to effectively assist and support our customers. This role plays an important part in the Customer Success and Delivery team by being pro-active, always keeping a mindset of continuous improvement and delivering first-class customer support.

• Offer first-class customer service to support clients in maximizing the value of our learning solutions.
• Swiftly respond to and resolve customer inquiries and issues, ensuring a seamless experience.
• Collaborate with internal teams to guarantee consistent and positive customer interactions.
• Provide expert product knowledge and technical assistance to meet diverse customer needs.
• Proactively monitor customer feedback, identifying opportunities to enhance satisfaction and operational processes.
• Contribute to continuous improvement by refining customer support procedures and staying updated on industry best practices.

About the Role

You will be supporting our clients by offering first class customer service to ensure our customers get the best value and experience out of our products and services, shaping towards a successful renewal. You’ll be part of a small team who you will be working closely with and supporting using your expert knowledge to identify solutions for a wide range of Learning Solution requests and technical problems as well as offering proactive support. We will give you a full range of training on our products and processes during your induction and there will be opportunities to grow and progress in your role. 

• Previous experience in a customer-focused environment.
• Quick adaptability in a fast-paced, ever-changing setting.
• Strong time management skills for handling multiple customer inquiries promptly.
• Excellent team player with a focus on collaborative efforts for a positive customer experience.
• Exceptional written and verbal communication abilities.
• Meticulous attention to detail in addressing customer-specific needs accurately.
• Eagerness to learn and demonstrate a 'can do' attitude towards mastering our software products.
• Strong listening skills and the ability to empathize with customer concerns.
• Proven problem-solving abilities to address complex customer issues effectively.
• Preferred experience in SaaS helpdesk applications such as Salesforce or Zendesk.
• Background in an L&D organization or department is advantageous.
• Proficiency in Excel, PowerPoint, and SharePoint.
• Knowledge of data analysis and NPS 

What You’ll get

• Competitive base salary based on experience
• Remote or Hybrid working model to set you up for success, however you are most comfortable
• 25 days of annual leave, plus an additional day to celebrate your birthday.
• Excellent Private Medical Insurance for your well-being.
• Group Life Insurance coverage, four times your annual salary.
• Dental, optical, and hearing cashback plan for your health needs.
• Employee Assistance Program and mental health cover to support your well-being.
• Enhanced family policies, ensuring a supportive environment for your loved ones.
• Regular social events and activities to foster a vibrant and inclusive community.