Remote Customer Retention & Success Advisor

Epos Now; Evesham; Remote; GBP 23,000 - 31,000; 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 hiring a Customer Retention Agent in the UK. The role focuses on reducing churn by proactively contacting at-risk customers, handling cancellations, and resolving billing questions.

You will be the first escalation point for complaints, working to reactivate accounts where possible and ensure customers understand the value of our POS solutions. The position runs Monday to Friday, 1:00pm–10:00pm UK time, with some weekend work (1 in 6 weekends).

Qualifications

• Experience in customer success and churn reduction.
• Able to negotiate and handle difficult conversations with confidence.
• Proactive approach to contacting at-risk customers and cancelations.

Responsibilities

• Contact customers at risk of churn or cancelation to retain their business.
• Manage personal cancellation queue and respond within 24 hours.
• Answer billing and subscription queries to reduce churn and improve satisfaction.
• Maintain high outbound activity to nurture relationships and understand customer needs.

Skills

Negotiation

Account management

Handling conversations

Customer retention

CRM experience

Tools

CRM software

Job description

Epos Now is hiring a Customer Retention Agent in the UK. The role focuses on reducing churn by proactively contacting at-risk customers, handling cancellations, and resolving billing questions.

You will be the first escalation point for complaints, working to reactivate accounts where possible and ensure customers understand the value of our POS solutions. The position runs Monday to Friday, 1:00pm–10:00pm UK time, with some weekend work (1 in 6 weekends).