Customer Success Representative

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

Candidate's Profile

– 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