Remote Customer Service/Success Advisor

Epos Now; United Kingdom; Remoto; GBP 21.000 - 28.000; Tempo pieno

Vantaggi offerti da questo lavoro

Casual dress

Company events

Company pension

Employee discount

On-site parking

Referral programme

Descrizione del lavoro

Epos Now is seeking a Customer Retention Agent to join our team in the UK. This role is 40 hours per week, Monday to Friday, 1:00pm–10:00pm UK time, with some weekend work (1 in 6 weekends).

You will focus on reducing churn, contacting at-risk customers, handling cancellations and billing queries, and promoting product value. You will be the first escalation point for complaints and work with the Customer Experience Team to resolve issues, while maintaining a high volume of outbound activity to

Competenze

• Confident negotiator with experience in account management.
• Able to handle difficult conversations professionally and persuasively.
• Focus on reducing churn and improving customer satisfaction.

Mansioni

• Maintain a low level of customer churn by proactive outreach.
• Contact customers at risk of churn or cancellation promptly.
• Handle cancellations, billing enquiries, and complaints as the first point of contact.
• Own and manage your cancellation queue, contacting cancellations within 24 hours.
• Use Net Promoter Score data to address detractor issues and improve service.
• Ensure compliance with terms and conditions and coordinate with the Customer Experience Team.
• Maintain high outbound activity to build relationships and understand customer needs.
• Explain the value of products and services to customers and optimize CRM usage.

Conoscenze

Negotiation

Account management

Customer service

Strumenti

CRM system

Descrizione del lavoro

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.