At a Glance
- Tasks: Engage with customers to reduce churn and enhance their experience.
- Company: Join Epos Now, a leading fintech company making commerce accessible worldwide.
- Benefits: Enjoy casual dress, company events, discounts, and a pension plan.
- Other info: Exciting growth opportunities with a personalised progression plan.
- Why this job: Make a real impact by helping small businesses thrive through exceptional customer service.
- Qualifications: Strong negotiation skills and experience in account management are essential.
The predicted salary is between 31500 - 38500 £ per year.
Salary: £26,436 with uncapped commission
40 hours per week: Monday to Friday 1pm-10pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday)
About the role:
Customer success is the foundation of business success. As this company has been built on retaining customers for long periods of time, when a customer leaves - this company takes it personally.
As Customer Retention Agent, you will be responsible for maintaining a low level of customer churn and contacting customers at risk of churn or cancelling in a timely manner. This role is Monday to Friday, 1:00pm - 10:00pm (UK time), supporting our US customer base. These hours ensure we're available when our customers need us most.
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.
Responsibilities:
- Retain customers, contributing to 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 offences.
- 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.
- 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.
- 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.
Why EposNow: Epos Now is a market-leading fintech business with an international presence (71 countries and counting!). As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. In fact, our company mission is to make commerce accessible to everyone.
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!
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- On-site parking
- Referral programme
Our Interview Process:
- Stage 1 – Initial Conversation- A short telephone conversation with a member of our Talent Team.
- Stage 2 – Hiring Manager Interview- A face-to-face interview with the Hiring Manager to discuss your experience, skills and suitability for the role.
We aim to keep our recruitment process straightforward, engaging and respectful of your time.
Remote Customer Retention Agent- US Hours in Binfield employer: Epos Now Group
Epos Now Group is an exceptional employer that fosters a dynamic and supportive work culture in Norwich, where employees are encouraged to grow their skills and advance their careers. With a focus on high-impact outreach, the company offers comprehensive training and development opportunities, ensuring that each team member can thrive in their role while contributing to meaningful B2B engagements.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Retention Agent- US Hours in Binfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Epos Now Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Epos Now Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Retention Agent- US Hours in Binfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Epos Now Group:Your cover letter is your chance to shine! Tell us why you want to work at Epos Now Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Epos Now Group!
How to prepare for a job interview at Epos Now Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
