French Selection (FS)
Customer Success Representative
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Manchester
Ref: 783UK
Company Profile
A dynamic and growing international B2B organisation with a strong presence across Europe. The business is committed to delivering an outstanding customer experience while building long-term customer relationships and supporting commercial growth through a collaborative and customer-focused approach.
Responsibilities
Customer Success Representative
- Location: Manchester
- Hybrid working: 2–3 days in the office, remainder working from home
- Salary: £30,000 per annum
Ref: 783UK
Main Duties
- To deliver an exceptional customer experience while supporting customer success, engagement, retention and commercial growth throughout the customer journey.
The Role
- Deliver professional and responsive customer support via phone, email and digital channels
- Handle customer enquiries relating to orders, products, deliveries and account support
- Resolve customer issues efficiently, ensuring a high level of customer satisfaction
- Conduct proactive outbound customer calls to support onboarding, follow up on enquiries, strengthen customer relationships and re-engage inactive customers
- Identify opportunities to recommend additional products and services to maximise customer value
- Support sales activities through customer follow-up, appointment coordination, sample requests and campaign activity
- Maintain accurate CRM records and ensure all customer interactions are documented
- Gather customer feedback and share market insights with Sales and Marketing teams
- Monitor customer activity and identify opportunities to improve retention and customer satisfaction
- Collaborate closely with Customer Success, Sales, Marketing and Operations teams to ensure a seamless customer journey
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Candidate's Profile
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- Excellent spoken and written English is essential
- Additional European language skills, such as French, Dutch or German, would be an advantage
- Previous experience in customer service, customer success, customer experience or sales support
- Confident managing both inbound customer enquiries and proactive outbound customer engagement
- Strong communication and relationship-building skills
- Commercially aware with the ability to identify customer needs and opportunities
- Highly organised with excellent attention to detail and the ability to manage multiple priorities
- Proficient in Microsoft Office and comfortable using CRM systems
- Positive, proactive and solutions-focused approach
- Experience within a B2B environment would be advantageous
- Experience with HubSpot or a similar CRM system is desirable
Salary
£30,000 per annum
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