Remote Customer Retention Specialist - Uncapped Commission

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

Benefits offered by this job

Casual dress

Company pension

Employee discount

On-site parking

Referral programme

Job summary

Epos Now is a market-leading fintech company with an international presence. As Customer Retention Agent, you will focus on retaining customers, handling cancellations, billing queries and at-risk accounts to protect revenue.

You will work Monday to Friday, 1:00pm–10:00pm (UK time), supporting our US customer base. This role features a base salary of £26,436 with uncapped commission and opportunities for progression and benefits.

Qualifications

• Confident negotiator with experience in account management.
• Comfortable handling difficult conversations with customers.
• Focused on reducing churn and protecting revenue.
• Able to use data (NPS) to address detractor issues.

Responsibilities

• Retain customers and contribute to the goal of low churn.
• Contact customers with outstanding debt to reduce overdue funds.
• Manage all cancelled customers and outbound activity.
• Own a cancellation queue and seek to reactivate accounts where possible.
• Use NPS results to address detractor issues and feedback to the team.
• Be the first escalation point for complaints and cancellations, ensuring compliance.
• Answer billing and subscription queries from customers.
• Maintain high outbound activity to nurture relationships.

Skills

Negotiation

Account management

CRM

Customer service

NPS analysis

Tools

CRM software

Job description

Epos Now is a market-leading fintech company with an international presence. As Customer Retention Agent, you will focus on retaining customers, handling cancellations, billing queries and at-risk accounts to protect revenue.

You will work Monday to Friday, 1:00pm–10:00pm (UK time), supporting our US customer base. This role features a base salary of £26,436 with uncapped commission and opportunities for progression and benefits.