Customer Retention Agent 40 hours per week: Monday to Friday 1pm-10pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday) Customer success is the foundation of business success. 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. This role is Monday to Friday, 1:00pm - 10:00pm (UK time), supporting our US customer base . 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. 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. Optimize customer experience by effectively utilizing the CRM. As a cloud-based payments and point of sale (POS) software provider, our passion is to help small businesses grow and thrive. 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! Casual dress Company events Company pension Employee discount On-site parking Referral programme Stage 1 – Initial Conversation- A short telephone conversation with a member of our Talent Team.
Remote Customer Service/Success Advisor in Norfolk 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.
