At a Glance
- Tasks: Deliver top-notch customer support and engage customers through calls and campaigns.
- Company: Join a dynamic team focused on enhancing customer experiences.
- Benefits: Enjoy up to 33 days holiday, competitive salary, and career growth opportunities.
- Other info: Proactive environment with opportunities for personal and professional development.
- Why this job: Make a real difference in customer satisfaction and business success.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 32000 £ per year.
Location: Cheadle Office
Reporting to: Customer Experience Team Leader
About the Role
We are looking for a proactive and customer‑focused Customer Experience Representative (CER) to join our UK Customer Experience team. This role blends high‑quality customer support with outbound engagement and sales support, helping to drive customer retention and business growth. You will work closely with Sales and Marketing teams to enhance the overall customer journey, from on‑boarding through to long‑term engagement.
Key Responsibilities
- Customer Support
- Deliver responsive, professional support via phone, email, and digital channels
- Handle queries relating to orders, products, and accounts
- Resolve issues and ensure excellent service recovery
- Customer Engagement
- Proactively engage customers through outbound calls and campaigns
- Support on‑boarding, retention, and re‑engagement activities
- Sales & Commercial Support
- Assist Country Managers with customer follow‑ups and insights
- Support pricing comparisons, product matching, and campaign activity
- Help identify opportunities and risks within the customer base
- CRM & Data Management
- Maintain accurate records in CRM systems (e.g., HubSpot)
- Track customer interactions and ensure data accuracy
- Customer Insight
- Gather feedback and identify trends, risks, and opportunities
- Act as a voice of the customer across the business
Skills & Experience
- Essential:
- Experience in customer service or customer experience roles
- Strong communication and relationship‑building skills
- Confident managing multiple tasks and customer interactions
- Experience with CRM systems and Microsoft Office
- Proactive, organized, and customer‑focused approach
- Desirable:
- B2B or commercial environment experience
- Exposure to sales support or outbound engagement
- Familiarity with HubSpot or similar CRM tools
- Additional European language
What Success Looks Like
- High customer satisfaction and service quality
- Strong outbound engagement and campaign delivery
- Accurate CRM usage and reporting
- Contribution to customer retention and commercial performance
What We Offer
Up to 33 days holiday (incl.
Customer Experience Representative employer: IMS Euro Ltd
Join our dynamic team in Cheadle, where we prioritise a supportive and collaborative work culture that empowers our Customer Experience Representatives to thrive. With up to 33 days of holiday, opportunities for professional growth, and a focus on customer engagement, we ensure that our employees feel valued and motivated to contribute to our success. Experience a workplace that champions innovation and teamwork, making every day rewarding and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Representative
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IMS Euro Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like IMS Euro Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Representative
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to IMS Euro Ltd:Your cover letter is your chance to shine! Tell us why you want to work at IMS Euro Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at IMS Euro Ltd!
How to prepare for a job interview at IMS Euro Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
