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For Companies At a Glance
- Tasks: Engage with customers to reduce churn and enhance their experience.
- Company: Join a leading fintech company supporting 90,000+ businesses across 8 countries.
- Benefits: Enjoy career progression, uncapped commission, and exclusive discounts.
- Why this job: Be part of a mission-driven team focused on customer success and personal growth.
- Qualifications: Confident negotiator with account management experience and strong communication skills.
- Other info: Work in an inclusive culture with personalised progression plans.
The predicted salary is between 28800 - 43200 £ per year.
About the company.
We are a market-leading fintech company that supports over 90,000 businesses across 8 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 canceling 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 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 offenses.
– Manage all canceled 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.
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Customer Retention Agent employer: Epos Now
Contact Detail:
Epos Now Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Agent
✨Tip Number 1
Familiarise yourself with the fintech industry and the specific challenges related to customer retention. Understanding the nuances of customer behaviour in this sector will help you engage more effectively during interviews.
✨Tip Number 2
Practice your negotiation skills by role-playing difficult conversations with friends or family. This will prepare you for the types of discussions you'll have as a Customer Retention Agent, especially when dealing with cancellations.
✨Tip Number 3
Research common customer pain points in the payments and POS space. Being able to discuss these issues and how you would address them can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Retention Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Retention Agent. Highlight your experience in account management and customer service in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your negotiation skills, ability to handle difficult conversations, and any relevant metrics you've achieved in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and retention. Use specific examples from your past experiences to demonstrate how you can contribute to reducing customer churn.
Highlight Relevant Achievements: In your application, mention any key performance indicators (KPIs) you've met or exceeded in previous positions, especially those related to customer retention or satisfaction. This will show your potential employer that you can deliver results.
How to prepare for a job interview at Epos Now
✨Understand the Company Culture
Before your interview, take some time to research the company's culture and values. Since they emphasise an inclusive environment and personalised progression plans, be prepared to discuss how you align with these values and how you can contribute to their mission of making commerce accessible for everyone.
✨Showcase Your Negotiation Skills
As a Customer Retention Agent, you'll need to handle difficult conversations and negotiate effectively. Prepare examples from your past experiences where you've successfully retained customers or resolved conflicts. This will demonstrate your ability to manage challenging situations.
✨Familiarise Yourself with Customer Retention Strategies
Brush up on customer retention techniques and best practices. Be ready to discuss how you would approach retaining customers at risk of churn and how you would use feedback, like Net Promoter Scores, to improve customer satisfaction.
✨Prepare Questions for the Interviewers
Interviews are a two-way street, so come prepared with insightful questions about the role and the company. Ask about their current strategies for reducing churn, how success is measured in this position, and what opportunities there are for career progression within the team.
