Fintech Customer Retention Specialist

Epos Now Group; Warrnambool; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Career progression

Uncapped commission

20 days annual leave

Discounts

Mental health support

Superannuation

Job summary

Epos Now Group in Australia is seeking a Customer Retention Agent to reduce churn and safeguard recurring revenue. This role involves contacting at-risk customers, negotiating solutions, and guiding cancellations or billing queries to resolution.

You'll be the first point of contact for retention, leverage CRM tools, and work toward targets for revenue, retention, and account reactivation while delivering exceptional service.

Qualifications

• Experience in customer retention or account management.
• Strong negotiation and communication skills.
• Ability to handle challenging conversations and objections.

Responsibilities

• Retain customers and contribute to reducing churn.
• Proactively contact customers with outstanding debt or at risk of cancellation.
• Manage cancellation queue and reactivate accounts where possible.
• Address detractor issues using feedback from cancellations and NPS.
• Respond to billing and subscription inquiries with professionalism.
• Maintain high outbound activity to nurture relationships and drive growth.
• Explain value of products and services to customers.
• Meet KPIs related to activity and productivity.
• Utilize CRM effectively to enhance customer experience.
• Follow processes and provide feedback for improvement.

Skills

Negotiation

Account management

Customer success

Churn management

CRM proficiency

Tools

CRM software

Job description

Epos Now Group in Australia is seeking a Customer Retention Agent to reduce churn and safeguard recurring revenue. This role involves contacting at-risk customers, negotiating solutions, and guiding cancellations or billing queries to resolution.

You'll be the first point of contact for retention, leverage CRM tools, and work toward targets for revenue, retention, and account reactivation while delivering exceptional service.