Customer Retention Agent

About eposnowgroup

• We are a market-leading fintech company that supports over 90,000 businesses across 8 countries and works within the payments and point of sale (POS) space.
• Our mission is to make commerce accessible for everyone.
• After such successful development, we are expanding our customer service department to support a growing customer base.
• With an inclusive culture, we support every employee with a personalised progression plan to identify a clear and achievable career path for success.
• About the role Customer success is the foundation of business success.

Responsibilities

• 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.
• 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.
• 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 canceled 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.

Requirements

• We’re Looking For Experience in customer service, sales, retention, or account management
• 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

Benefits

• Career progression and increased basic salary achievable by reaching revenue, retention and account reactivation targets.
• Earn uncapped commission through our inbound sales approach.
• Total of 20 days plus bank holidays Exclusive retail, restaurants, travel and accommodation discounts.

Why Join Us?

• You’ll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading.
• This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.

Customer Retention Agent- US Hours Location

Norwich Job Type: Full-time, Permanent Salary: £26,436 + Uncapped Commission Hours: 40 hours per week: Monday to Friday, 9am-6pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday) About the company

As this company has been built on retaining customers for long periods of time, when a customer leaves - we take it personally.