Customer Success Representative

French Selection (FS); Manchester; Hybrid; GBP 25,500 - 34,500; Full time

Job summary

French Selection (FS) in Manchester is seeking a Customer Support professional to deliver outstanding service across phone, email, and digital channels within a hybrid work environment.

The role focuses on handling orders, product and account queries, and proactive outreach to onboard and re-engage customers. You’ll identify opportunities to upsell while supporting sales and maintaining CRM records.

Qualifications

• Experience in customer service, customer success, or sales support.
• Proficient in Microsoft Office; comfortable using CRM systems.
• Strong communication and relationship-building skills.

Responsibilities

• 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

Skills

Customer service

CRM familiarity

Communication skills

English language

Tools

CRM systems

Job description

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.

Location

Manchester

Hybrid working

2–3 days in the office, remainder working from home

Salary

£30,000 per annum

Responsibilities

• 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