At a Glance
- Tasks: Engage with customers to retain their business and solve their concerns.
- Company: Join a growing fintech company dedicated to supporting small businesses.
- Benefits: Competitive salary, uncapped commission, pension, and free parking.
- Other info: Enjoy a straightforward interview process and opportunities for career growth.
- Why this job: Make a real impact by helping businesses thrive while building your career.
- Qualifications: Bilingual in English and Spanish with customer service or sales experience.
The predicted salary is between 26436 - 26436 £ per year.
Customer Retentions Agent- Spanish/English speaking
£26,436.80 per year + Uncapped commission
Norwich
Full-time, Permanent
40 hours per week: Monday to Friday (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday) Between the hours of 9am-6pm.
About the Role
We’re hiring a Customer Retentions/Payment Saves Agent to join our fast-paced Retention team in Norwich. This is a customer-focused, commercially driven role where you’ll speak to merchants who are thinking about cancelling or reducing their service. We are searching for commercially aware bilingual (Spanish) agent who ideally has experience from either a retention role or strong upselling/cross-selling experience. The successful candidate will be able to speak both English and Spanish with merchants/customers. Your job is to understand their concerns, solve problems quickly, and clearly explain the value of staying with Epos Now. You’ll also reach out to inactive customers, re-engage their accounts, and manage contract renewals to secure long-term partnerships. If you enjoy talking to customers, solving problems, and working towards clear targets, this role offers strong earning potential and career progression.
What You’ll Be Doing
- Contact customers who have requested cancellation or are at risk of leaving
- Understand customer issues and provide effective solutions to retain their business
- Reconnect with inactive merchants and encourage them to start trading again
- Manage contract renewals and secure long-term agreements (12–18 months)
- Handle objections confidently while protecting revenue
- Use live pricing and simple calculations during customer conversations
- Work to clear targets including retention, response times, and customer activity
- Keep accurate records of all customer interactions
What We’re Looking For
- Experience in customer service, sales, retention, or account management
- Fluent in English and Spanish (essential)
- 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
- Company pension
- Free parking
- On-site parking
- Referral programme
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.
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.
Payment Saves Agent- Bilingual in Norwich 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 Payment Saves Agent- Bilingual in Norwich
✨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 Payment Saves Agent- Bilingual in Norwich
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.
