Customer Retention Pro | Uncapped Commission & Growth

Epos Now Group; New South Wales; Sur place; AUD 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Uncapped commission

20 days + bank holidays

Discounts (retail, travel, etc.)

Mental health & wellbeing access

Superannuation

Résumé du poste

Epos Now Group in Australia is seeking a Customer Retention Agent to reduce churn and actively contact customers at risk of cancelling. You will manage cancellations, handle billing queries, and work to reactivate accounts, contributing to revenue protection in a fintech/POS environment.

You will engage in proactive outreach, negotiate with customers, and use CRM tools to deliver exceptional service while meeting key performance indicators and targets.

Responsabilités

• Retain customers, contributing to the company goal of reduced churn.
• Proactively contact customers with outstanding debt to recover funds and identify process gaps.
• Manage cancelled customers and outbound activity, handle cancellations within 24 hours, seek reactivation.
• Utilize Net Promoter Score data from cancellations to address detractor issues.
• Answer billing and subscription queries from customers.
• Maintain high outbound activity to nurture relationships and support growth.
• Ensure customers understand the value of products and services.
• Deliver against KPIs in activity and productivity.
• Leverage CRM to optimize customer experience.
• Follow processes and provide feedback for improvements.

Description du poste

Epos Now Group in Australia is seeking a Customer Retention Agent to reduce churn and actively contact customers at risk of cancelling. You will manage cancellations, handle billing queries, and work to reactivate accounts, contributing to revenue protection in a fintech/POS environment.

You will engage in proactive outreach, negotiate with customers, and use CRM tools to deliver exceptional service while meeting key performance indicators and targets.