Customer Retention & Renewal Specialist

Epos Now Group; Coffs Harbour; On-site; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Career progression

Uncapped commission

20 days holidays

Discounts

Mental health support

Superannuation

Job summary

Epos Now Group is seeking a Customer Retention Agent to help reduce churn and retain customer business. You will handle cancellations, billing inquiries and proactive outreach to improve the customer experience.

You will negotiate, manage at-risk accounts, and use CRM data to meet KPIs while delivering value from our products and services. The role offers uncapped commission and structured progression.

Responsibilities

• Retain customers and contribute to the goal of 1% churn of the customer base.
• Proactively speak to customers with outstanding debt to recover funds and identify process gaps.
• Manage cancelled customers and outbound activity; own the cancellation queue and reactivate accounts where possible within 24 hours.
• Use Net Promoter Score results to address detractor issues.
• Answer customers' billing and subscription queries.
• Maintain high outbound activity to nurture relationships and support business growth.
• Ensure customers understand the value of the products and services.
• Deliver against KPIs and optimize the customer experience using the CRM.
• Follow processes and provide feedback for improvements.

Job description

Epos Now Group is seeking a Customer Retention Agent to help reduce churn and retain customer business. You will handle cancellations, billing inquiries and proactive outreach to improve the customer experience.

You will negotiate, manage at-risk accounts, and use CRM data to meet KPIs while delivering value from our products and services. The role offers uncapped commission and structured progression.