Remote Customer Service/Success Advisor

Epos Now; Malton; Remote; GBP 23,000 - 29,000; 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 looking for a Customer Retention Agent to work 40 hours per week, Monday to Friday, 1pm-10pm UK time, supporting our US customer base. You will own cancellation queues, contact customers within 24 hours, and aim to reactivate accounts where possible.

Responsibilities include handling billing queries, complaints and maintaining strong relationships. Ideal candidates are confident negotiators with account-management experience, able to address detractor issues using Net Promoter Score

Qualifications

• Demonstrated negotiation skills and confidence in handling difficult conversations.
• Experience in managing customer accounts and reducing churn.
• Strong customer service mindset with focus on retention.

Responsibilities

• Maintain a low level of customer churn and contact customers at risk of churn or cancellation.
• Manage cancellations, billing enquiries and customer retention with the Experience Team.
• Respond to customer queries and upsell where appropriate to improve value.
• Utilise CRM to optimise customer experience and document interactions.

Skills

Negotiation

Account management

CRM experience

Customer service

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.