Customer Retention Agent

Epos Now Group; Albury City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Uncapped commission

20 days + bank holidays

Mental health support

Superannuation

Discounts

Job summary

Epos Now Group is seeking a Customer Retention Agent in New South Wales to help retain customers and minimize churn. You will negotiate with at-risk customers, manage cancellations, and address billing inquiries while maintaining proactive outreach.

You will use Net Promoter Score insights to resolve issues, drive account reactivation where possible, and contribute to KPIs through structured CRM-driven interactions with a high volume of customer outreach.

Qualifications

• Must be able to retain customers and reduce churn.
• Experience handling escalations and difficult conversations.
• Strong communication and negotiation skills.

Responsibilities

• Retain customers to support a low churn target (1%).
• Proactively contact customers with outstanding debt to minimize arrears.
• Manage cancellations and outbound activity, aiming to reactivate where possible.
• Address detractor issues using Net Promoter Score insights.
• Handle billing and subscription inquiries from customers.
• Maintain high outbound activity to nurture relationships and support growth.
• Ensure customers understand value of products/services.
• Meet KPIs related to activity and productivity.
• Leverage CRM to enhance customer experience and feedback processes.

Skills

Negotiation

Account management

CRM software

Customer success

Job description

Job Description

About the company.

We are a market-leading fintech company that supports over 50,000 businesses across 80 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.

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.

As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or cancelling 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 cancelled 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.

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.
• 24/7 access to a mental health and well being
• Superannuation

Job Type: Full-time