Customer Retention & Success Specialist

Epos Now; Malton; Remote; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Casual dress

Company events

Company pension

Employee discount

On-site parking

Referral programme

Stage 1 Initial Conversation- A short"

Job summary

Epos Now is looking for a Customer Retention Agent to work 40 hours per week, Monday to Friday, 1pm-10pm UK time, supporting our US customer base. You will own cancellation queues, contact customers within 24 hours, and aim to reactivate accounts where possible.

Responsibilities include handling billing queries, complaints and maintaining strong relationships. Ideal candidates are confident negotiators with account-management experience, able to address detractor issues using Net Promoter Score

Qualifications

• Demonstrated negotiation skills and confidence in handling difficult conversations.
• Experience in managing customer accounts and reducing churn.
• Strong customer service mindset with focus on retention.

Responsibilities

• Maintain a low level of customer churn and contact customers at risk of churn or cancellation.
• Manage cancellations, billing enquiries and customer retention with the Experience Team.
• Respond to customer queries and upsell where appropriate to improve value.
• Utilise CRM to optimise customer experience and document interactions.

Skills

Negotiation

Account management

CRM experience

Customer service

Tools

CRM software

Job description

Epos Now is looking for a Customer Retention Agent to work 40 hours per week, Monday to Friday, 1pm-10pm UK time, supporting our US customer base. You will own cancellation queues, contact customers within 24 hours, and aim to reactivate accounts where possible.

Responsibilities include handling billing queries, complaints and maintaining strong relationships. Ideal candidates are confident negotiators with account-management experience, able to address detractor issues using Net Promoter Score