Remote Customer Service/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

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.