Remote - Customer Service Advisor - Pensions

Epos Now; United Kingdom; Remote; GBP 22,000 - 30,000; 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 in the United Kingdom is seeking a Customer Retention Agent to drive low churn and protect revenue. You will engage with US customers during UK hours, negotiate to keep accounts, and handle cancellations and billing questions. The role includes managing a cancellation queue and escalating issues where needed to the Experience Team.

Ideal candidates demonstrate account-management experience, strong communication, and a proactive mindset to reinforce the value of Epos Now products.

Qualifications

• Experience in customer success or retention.
• Comfortable handling difficult conversations with customers.
• Ability to contact customers within 24 hours of churn risk.

Responsibilities

• Maintain a low level of customer churn and contact at-risk customers promptly.
• Handle cancellations and billing inquiries with professionalism.
• Proactively reach out to improve customer experience and retention.

Skills

Negotiation

Account management

Customer service

Communication

Tools

CRM software

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.