Remote Customer Retention Specialist - Uncapped Commission

Epos Now; United Kingdom; Remote; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Casual dress

Company events

Company pension

Employee discount

On-site parking

Referral programme

Job summary

Epos Now is seeking a Customer Retention Agent to help reduce churn and protect revenue. You will contact at-risk customers, handle cancellations and billing inquiries, and address complaints during UK afternoon hours to support our US customer base.

The role emphasizes confident negotiation, account management, and proactive outreach to reactivate accounts. Weekend rotation applies (1 in 6 weekends). Casual dress and pension benefits accompany the role.

Responsibilities

• Retain customers, contributing the company goal of a 1% churn of customer base.
• Proactively speak to customers with outstanding debt to reduce amounts owed.
• Identify process gaps to prevent repeat offenses.
• Manage all canceled customers and outbound activity.
• Take ownership of your cancellation queue within 24 hours and seek to reactivate accounts where possible.
• Use Net Promoter Score results from cancellations to address detractor issues.
• Be the first escalation point for customer complaints and cancellations, ensuring compliance and resolving issues with the CX Team.
• Answer billing and subscription queries.
• Maintain a high volume of outbound activity to nurture relationships and support growth.
• Ensure customers understand the value of our products and services.
• Deliver against KPIs in key areas of activity and productivity.
• Optimize the customer experience using the CRM.
• Follow processes and provide feedback to improve them.

Job description

Epos Now is seeking a Customer Retention Agent to help reduce churn and protect revenue. You will contact at-risk customers, handle cancellations and billing inquiries, and address complaints during UK afternoon hours to support our US customer base.

The role emphasizes confident negotiation, account management, and proactive outreach to reactivate accounts. Weekend rotation applies (1 in 6 weekends). Casual dress and pension benefits accompany the role.