Customer Retention Agent

On-site in the UK·Full-time·Added yesterday (last checked 4 Nov)

Epos Now

23 open roles

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Our summary

Salary: £26,436 a year
About £1,880 a month after tax.
Work mode: On-site, the UK
Contract: Full-time
Holiday: 20 days holiday + bank holidays

Skills

Nice to have

Requirements

What we're looking for

Experience in customer service, sales, retention, or account management
Strong communication skills and confidence handling difficult conversations
Comfortable working in a target-driven environment
Ability to think commercially and make quick decisions
Confident using numbers during live conversations
Positive, resilient, and motivated by results

Pay & benefits

What you'll get

Salary: £26,436 + Uncapped Commission

Benefits

Career progression and increased basic salary achievable by reaching revenue, retention and account reactivation targets.
Earn uncapped commission through our inbound sales approach.
Total of 20 days plus bank holidays
Exclusive retail, restaurants, travel and accommodation discounts.

The role

Customer Retention Agent- US Hours

About the role

Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - we take it personally.

What you'll do

As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or canceling in a timely manner. Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business. You will also proactively contact customers to improve their experience, and will be the first point of call to deal with cancellations, billing enquiries, customer retention and complaints.

Responsibilities

Retain customers, contributing the company goal of a 1% churn of customer base.
Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.
Manage all canceled customers and outbound activity. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate accounts where possible.
Use Net Promoter Score results from cancellations to address detractor issues.
Answering customers' billing and subscription queries.
Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth.
Ensure all customers understand the value of the company's products and services.
Deliver against KPIs in key areas of activity and productivity.
Optimize customer experience by effectively utilizing the CRM.
Follow all relevant processes and proactively give feedback to improve them.

What We're Looking For

How you'll work

Location: Norwich

Job Type: Full-time, Permanent

Hours: 40 hours per week: Monday to Friday, 9am-6pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday)

About Epos Now

Industry: Point of Sale Software

In their own words

About the company & team

We are a market-leading fintech company that supports over 90,000 businesses across 8 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are expanding our customer service department to support a growing customer base.

With an inclusive culture, we support every employee with a personalised progression plan to identify a clear and achievable career path for success.

Why Join Us?

You'll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading. This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.

All open roles at Epos Now