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For Companies At a Glance
- Tasks: Engage with customers to prevent cancellations and enhance their experience with Epos Now.
- Company: Join Epos Now, a leading cloud-based business in the payments and POS space.
- Benefits: Competitive salary, flexible working options, and opportunities for personal growth.
- Why this job: Make a real difference by helping businesses thrive and retain their customers.
- Qualifications: Experience in customer retention or sales, excellent communication skills, and a proactive attitude.
- Other info: Dynamic team environment with a focus on innovation and customer success.
The predicted salary is between 36000 - 60000 £ per year.
About Us
Epos Now is a cutting-edge cloud based business operating within the payments and POS space empowered by a global workforce supporting consumers across 9 countries. Our passion continues to deliver exponential growth, as we continue to deliver our vision “to make Commerce accessible for everyone. Customer Success is the foundation of a successful organisation, Epos Now’s success has been built on retaining customers for long periods, providing them with a sustainable product at a sustainable price which helps every business compete in the high street around the globe, contributing over £6bn to global GDP, Epos Now is an important cog in the high street.
When a customer leaves we take it personally, it’s so important that we understand why a customer leaves the platform and it’s essential that we develop our processes, product and offerings to remove all of the barriers preventing a customer being successful. The key success to this role is rigorous outbound activity to prevent customers from churning by providing customers with products, offers and applications to ensure they’re getting the most of the Epos Now platform. Epos Now are looking for experienced Renewals Specialists to improve and control the churn of customers and increase customer stickiness across our EMEA, APAC and AMER regions.
About the role
- Take ownership of personal cancellation queue
- Effective management of all cancelled customers and outbound activity
- Maintaining a high volume of outbound activity to build relationships with the customer base and understand our customers needs.
- Develop meaningful customer relationships to support business growth
- Deliver against KPIs in key areas; Activity and Productivity
- Effectively utilise the CRM to optimise customer experience
- Follow all relevant processes and procedures and proactively give feedback to improve those processes and or systems where identified
- Proactively seeking NPS results from cancellations and addressing detractor issues through voice of the customer
- Ensure all customers understand the value their business gets from Epos Now products and services
- To apply all skills to deliver any other accountabilities as required by the organisation
The right person for this role will have:
- Proven experience in a customer retention, success or sales role
- Confident, outgoing and proactive
- Has a desire to succeed and has a demonstrable track record of self development either in previous roles or personal life
- Positive approach, flexible and comfortable in a fast-paced, customer focused environment
- Experience in B2B customer service and support environment
- Resilient, with the ability to effectively manage unhappy customers or complex issues
- An excellent communicator/relationship-builder both internally with colleagues and externally with customers
- Able to effectively and clearly communicate across all mediums
- Well-organised, attention to detail and have the ability to prioritise tasks quickly and effectively
- Keen ability to identify customer requirements through health check and needs analysis conversations
- Able to articulate technology based information to customers in an understandable and accessible manner
- Proficient with both remote and face-to-face customer support
- Great team player - works well with peers and senior managers to ensure delivery of the service and wider organisational priorities
Renewals Specialist in Norwich employer: Epos Now Group
Contact Detail:
Epos Now Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Renewals Specialist in Norwich
✨Tip Number 1
Get to know the company inside out! Research Epos Now's products and services, and understand their customer base. This will help you tailor your conversations and show that you're genuinely interested in helping customers succeed.
✨Tip Number 2
Practice your communication skills! Whether it's over the phone or face-to-face, being able to articulate your thoughts clearly is key. Role-play with a friend or use online resources to sharpen your pitch and responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals.
✨Tip Number 4
Don't forget to follow up! After any interaction, whether it's an interview or a networking chat, send a thank-you note. It shows your appreciation and keeps you fresh in their minds as they make decisions.
We think you need these skills to ace Renewals Specialist in Norwich
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for customer success. Share examples of how you've helped customers in the past and how you can bring that same energy to Epos Now.
Tailor Your CV and Cover Letter: Make sure your CV and cover letter are tailored to the Renewals Specialist role. Highlight your experience in customer retention and any relevant skills that match what we're looking for. We love seeing how you fit into our vision!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language to communicate your experiences and achievements. We appreciate a well-organised application that makes it easy for us to see your strengths.
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 team at Epos Now!
How to prepare for a job interview at Epos Now Group
✨Know Your Customer Retention Strategies
Before the interview, brush up on effective customer retention strategies. Epos Now values keeping customers happy, so be ready to discuss your past experiences in retaining clients and how you’ve successfully managed churn in previous roles.
✨Demonstrate Your Communication Skills
As a Renewals Specialist, you'll need to communicate effectively with customers. Prepare examples of how you've built relationships and resolved issues in the past. Practise articulating complex information in a simple way, as this will show your ability to connect with clients.
✨Familiarise Yourself with Epos Now Products
Take some time to understand the products and services offered by Epos Now. Being knowledgeable about their offerings will not only impress your interviewers but also help you articulate how you can add value to customers and prevent churn.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview, where you might have to handle a difficult customer or pitch a product. Practise these scenarios beforehand, focusing on maintaining a positive attitude and demonstrating resilience, which are key traits for this role.
