Remote Customer Service Advisor (EAP )

Epos Now; Rugby; Remote; GBP 21,000 - 27,000; 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 join our UK-based team. The role is 40 hours per week, Monday to Friday 1:00pm–10:00pm UK time, with occasional weekend work (1 in 6 weekends) to support our US customer base.

You will focus on reducing churn, contacting at-risk customers, handling cancellations and billing enquiries, and using our CRM to nurture relationships. A confident negotiator with experience in account management will help reactivate accounts and demonstrate the value of

Qualifications

• Experience in account management and handling difficult conversations.
• Ability to retain customers and reactivate churned accounts.
• Strong negotiation skills and focus on customer experience.
• Experience using a CRM to manage customer relationships.

Responsibilities

• Contact customers at risk of churn or cancellation to reduce churn.
• Take ownership of your cancellation queue and contact cancellations within 24 hours.
• Handle billing and subscription queries while maintaining high outbound activity.
• Escalate complaints to the Customer Experience Team as the first point of contact.
• Explain the value of the company’s products and services to customers to support growth.

Job description

Customer Retention Agent 40 hours per week: Monday to Friday 1pm-10pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday) Customer success is the foundation of business success. As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or canceling in a timely manner. This role is Monday to Friday, 1:00pm - 10:00pm (UK time), supporting our US customer base . Being a confident negotiator, experienced in account management and comfortable handling difficult conversations, you will be tenacious in your desire to retain customer business. You will also proactively contact customers to improve their experience, and will be the first point of call to deal with cancellations, billing enquiries, customer retention and complaints. This includes taking ownership of your personal cancellation queue by contacting all customer cancellations within 24 hours, and seeking to reactivate
accounts where possible. Use Net Promoter Score results from cancellations to address detractor issues. Be the first escalation point of contact for customer complaints and cancellations, ensuring compliance with terms and conditions and effectively resolving complaints with the Customer Experience Team. Answering customers' billing and subscription queries. Maintain a high volume of outbound activity to nurture meaningful relationships with customers, understand customer needs and support business growth. Ensure all customers understand the value of the company s products and services. Optimize customer experience by effectively utilizing the CRM. As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. We proudly deliver a top customer service experience to our customers across the world, with offices in the UK, USA and Australia. Every Epos Now employee is supported with a personalised progression plan, and we are
quickly expanding our customer service teams to support future growth - it s an exciting time to join us!

• Casual dress
• Company events
• Company pension
• Employee discount
• On-site parking
• Referral programme
• Stage 1 Initial Conversation- A short telephone conversation with a member of our Talent Team.