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For Companies At a Glance
- Tasks: Engage with customers to reduce churn and enhance their experience.
- Company: Leading fintech company making commerce accessible for everyone.
- Benefits: Uncapped commission, career progression, discounts, and 24/7 mental health support.
- Why this job: Join a dynamic team focused on customer success and make a real impact.
- Qualifications: 1 year of customer retention experience and strong negotiation skills.
- Other info: Inclusive culture with personalised progression plans for every employee.
The predicted salary is between 25396 - 35356 £ per year.
About the company
We are a market-leading fintech company that supports over 50,000 businesses across 80 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. As this company has been built on retaining customers for long periods of time, when a customer leaves - we take 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. 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.
- 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.
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.
- 24/7 access to mental health and wellbeing.
- Referral programme.
Job Type: Full-time
Pay: From £25,396.00 per year
Experience: Customer Retention: 1 year (required)
Work Location: In person
Customer Retentions Agent in Norwich employer: Epos Now Group
Contact Detail:
Epos Now Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retentions Agent in Norwich
✨Tip Number 1
Get to know the company inside out! Research their products, values, and customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your negotiation skills! Role-play with a friend or family member to get comfortable handling tough conversations. Remember, as a Customer Retention Agent, you'll need to be confident and persuasive when speaking to customers.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining our awesome team at StudySmarter.
We think you need these skills to ace Customer Retentions Agent in Norwich
Some tips for your application 🫡
Show Your Passion for Customer Retention: When writing your application, let us know why you’re passionate about keeping customers happy. Share any relevant experiences where you've successfully retained clients or improved their experience. We love seeing that enthusiasm!
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter to highlight your skills in account management and negotiation. Use keywords from the job description to show us you understand what we’re looking for. It’ll make a big difference!
Be Honest About Your Experience: If you’ve got experience in customer retention or handling difficult conversations, shout about it! Be clear about your past roles and how they relate to this position. We appreciate transparency and want to see how you can fit into our team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at Epos Now Group
✨Know Your Numbers
Before the interview, brush up on key metrics related to customer retention, such as churn rates and Net Promoter Scores. Being able to discuss these figures shows that you understand the importance of customer success in a fintech environment.
✨Showcase Your Negotiation Skills
Prepare examples from your past experiences where you've successfully negotiated with customers or resolved difficult situations. This will demonstrate your ability to handle tough conversations and retain customers effectively.
✨Understand the Company’s Mission
Familiarise yourself with the company's mission to make commerce accessible for everyone. Be ready to discuss how you can contribute to this goal through your role as a Customer Retention Agent, highlighting your commitment to customer satisfaction.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to customer retention and their strategies for reducing churn. This not only shows your interest in the role but also gives you insight into how you can excel in the position.