Bilingual Customer Retention Specialist (Spanish)

Epos Now Group; Norwich; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

20 days holiday + bank holidays

Discounts: retail, restaurants, travel

Job summary

Epos Now Group in Norwich is seeking a Customer Retention Agent - Bilingual (Spanish Speaking) to join our growing fintech team. You will engage with merchants who are considering cancelling, aiming to reduce churn and drive renewals while delivering excellent service.

You will negotiate, upsell, and cross-sell where appropriate, handling billing enquiries and customer feedback. This role is based in Norwich with a focus on retention and revenue growth.

Qualifications

• Fluent in Spanish.
• Experience in customer service, sales, retention, or account management.
• Strong communication skills and confidence handling difficult conversations.
• Comfortable working in a target-driven environment.
• Able to think commercially and discuss numbers during live calls.

Responsibilities

• Retain customers, contributing to the goal of low churn.
• Speak to customers with outstanding debt to reduce overdue funds and identify process gaps.
• Manage cancelled customers and outbound activity; own the cancellation queue and reactivate accounts where possible.
• Use Net Promoter Score feedback to address detractor issues.
• Answer billing and subscription queries.
• Maintain high outbound activity to nurture relationships and support growth.
• Ensure customers understand the value of products and services.
• Deliver against KPIs and optimize customer experience using the CRM.

Skills

Spanish fluency

Customer service

Retention

Account management

Negotiation

Tools

CRM

Job description

Epos Now Group in Norwich is seeking a Customer Retention Agent - Bilingual (Spanish Speaking) to join our growing fintech team. You will engage with merchants who are considering cancelling, aiming to reduce churn and drive renewals while delivering excellent service.

You will negotiate, upsell, and cross-sell where appropriate, handling billing enquiries and customer feedback. This role is based in Norwich with a focus on retention and revenue growth.