Remote Customer Success & Retention Advisor

Epos Now; United Kingdom; Remote; GBP 21,000 - 28,000; 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 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

Qualifications

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

Responsibilities

• 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.

Skills

Negotiation

Account management

Customer service

Tools

CRM system

Job description

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