Customer Retention Specialist | High-Impact, KPI-Driven

Epos Now Group

Albury City

On-site

AUD 60,000 - 80,000

Full time

7 days ago

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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.