US Customer Retention Agent | 1pm-10pm UK | Commission

Epos Now Group; Norwich; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Casual dress

Company pension

Employee discount

On-site parking

Referral programme

Job summary

Epos Now is seeking a Customer Retention Agent to protect the customer base and minimize churn. The role focuses on proactive outreach, handling escalations, and driving renewals for our US customer base in a 1:00pm–10:00pm UK time window.

You will be engaging with customers at risk of churn, negotiating solutions, and coordinating with the Customer Experience Team to resolve issues and maintain satisfaction.

Qualifications

• Proven ability to retain customers and reduce churn.
• Excellent negotiation and communication skills.
• Experience in customer success or account management.
• Ability to handle difficult conversations and maintain customer relations.
• Strong focus on delivering value and reducing cancellations.

Responsibilities

• Retain customers and contribute to a low churn target.
• Contact customers at risk of churn or cancelation.
• Manage cancellation queue and seek to reactivate accounts where possible.
• Use feedback to improve processes and customer experience.
• Handle billing enquiries and subscription questions.
• Maintain high outbound activity to nurture relationships.

Skills

Account management

Negotiation

Customer success

Churn reduction

Outbound/outreach

Tools

CRM software

Job description

Epos Now is seeking a Customer Retention Agent to protect the customer base and minimize churn. The role focuses on proactive outreach, handling escalations, and driving renewals for our US customer base in a 1:00pm–10:00pm UK time window.

You will be engaging with customers at risk of churn, negotiating solutions, and coordinating with the Customer Experience Team to resolve issues and maintain satisfaction.