We’re looking for a proactive and customer-focused Customer Support Advisor to join our team here at Omniplex Learning!
Who are we?
At Omniplex Learning, our mission is simple – to enable organisations to reach their full potential through exceptional digital learning, all in one place. As Customer Support Advisor, you’ll play an important role in supporting our customers throughout their journey, ensuring queries are resolved efficiently while proactively helping customers stay engaged, confident and successful with our solutions.
What will you do?
As our Customer Support Advisor, you will:
* Act as a key point of contact for our customers, handling day-to-day queries and issues in a professional, timely and customer-focused manner
* Triage and manage incoming cases effectively, prioritising workload and maintaining ownership of your case queue
* Communicate confidently with customers via email, phone, and particularly video calls, adapting your approach to different needs and situations
* Use customer health checks to guide proactive customer support and engagement activity in line with agreed playbooks
* Build strong customer relationships, understanding goals, identifying potential risks, and providing best-practice guidance
* Collaborate closely with internal teams to ensure seamless customer experiences
* Identify and elevate recurring issues, trends and customer feedback to help improve processes and the overall customer experience
Who are we looking for?
You’re organised, customer-centric and proactive, with the ability to manage competing priorities and communicate clearly. You’ll thrive in this role if you have:
* Experience in a customer-facing support role, ideally within a SaaS or digital environment.
* Excellent written and verbal communication, engaging customers across multiple channels with confidence
* Strong organisational skills, with a structured and pragmatic approach to prioritising your workload
* A proactive, solutions-focused mindset and strong problem-solving ability
* A commitment to delivering high-quality customer service and customer success outcomesExperience with learning technologies or authoring tools is a bonus!
What’s in it for you?
* A competitive salary that reflects your experience and expertise
* A flexible hybrid working model, with around 2 days a week based in our office in St Albans
* 25 days of annual leave plus bank holidays, and an extra day for your birthday!
* An inclusive Private Medical Insurance plan, as well as access to mental health and wellbeing support
* Group Life Insurance – providing security and peace of mind for you and your loved ones
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