Spanish-Speaking Retention Specialist (US Hours)

Epos Now Group; Norwich; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Career progression

Uncapped commission

20 days + bank holidays

Discounts

Job summary

Epos Now Group is seeking a Customer Retention Agent to support our US-hours for a Spanish-speaking customer base from Norwich. The role focuses on reducing churn, handling cancellations, and upselling opportunities while working a 1:00pm–10:00pm UK schedule, Monday to Friday with some weekends.

Base salary on offer is £26,436 with uncapped commission. You will engage with merchants to retain their service, manage cancellation queues within 24 hours, and leverage CRM data to enhance customer

Qualifications

• Experience in customer service, sales, retention, or account management
• Fluent in Spanish
• Strong communication skills and confidence handling difficult conversations
• Comfortable working in a target-driven environment
• Ability to think commercially and make quick decisions
• Confident using numbers during live conversations
• Positive, resilient, and motivated by results

Responsibilities

• Retain customers, contributing the company goal of a 1% churn of customer base.
• Proactively speak to customers with outstanding debt, to reduce the number of customers owing funds and identifying gaps in process to prevent repeat offenses.
• Manage all cancelled customers and outbound activity. 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.
• 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.
• Deliver against KPIs in key areas of activity and productivity.
• Optimize customer experience by effectively utilizing the CRM.
• Follow all relevant processes and proactively give feedback to improve them.

Skills

Spanish language

Customer retention

Negotiation

Account management

CRM experience

Job description

Epos Now Group is seeking a Customer Retention Agent to support our US-hours for a Spanish-speaking customer base from Norwich. The role focuses on reducing churn, handling cancellations, and upselling opportunities while working a 1:00pm–10:00pm UK schedule, Monday to Friday with some weekends.

Base salary on offer is £26,436 with uncapped commission. You will engage with merchants to retain their service, manage cancellation queues within 24 hours, and leverage CRM data to enhance customer