Customer Complaints Agents

Are you passionate about turning customer challenges into positive experiences? Do you thrive on solving problems and restoring customer trust? If so, we’d love to hear from you!

About the company.

We are a market-leading fintech company that supports over 90,000 businesses globally 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, Epos Now supports every employee with a personalised progression plan to identify a clear and achievable career path for success.

About the Role

As a Complaints Agent at Epos Now, you’ll play a critical role in owning and resolving customer complaints with empathy, urgency, and care. You will be responsible for investigating issues, collaborating with internal teams, and using your problem-solving and retention skills to deliver positive outcomes. Your work will help us learn, improve, and retain our valued customers.

You’ll serve as the dedicated point of contact for customers who raise concerns, ensuring every complaint is handled thoroughly, professionally, and in line with our service standards.

What You’ll Be Doing
✔ Act as the main contact for customers with complaints, leading their case from start to finish
✔ Conduct “Discovery Calls” within 24 hours of complaint assignment to understand the issue and build rapport
✔ Collaborate with internal teams (technical support, sales, operations) to resolve issues quickly and fairly
✔ Deliver complaint outcomes via phone call wherever possible, with a target resolution rate of 3 days
✔ Maintain accurate records and communications in the Complaints Management Platform (CMP)
✔ Use empathy, retention tools, and strong judgement to resolve complaints without escalation
✔ Follow up with customers for feedback and ensure they’re satisfied with the outcome

Essential Skills & Experience
🔹 Exceptional communication and listening skills
🔹 Empathy and emotional intelligence – you genuinely care
🔹 Confident phone manner and ability to handle difficult conversations
🔹 Strong problem-solving and critical thinking abilities
🔹 Organised and process-driven, with attention to detail
🔹 Able to stay calm under pressure and manage multiple complaints at once
🔹 Experience in a customer service, complaints, or customer retention role

Desired Skills
⭐ Experience working with complaint handling systems (e.g., CMP tools or CRM platforms)
⭐ Understanding of SLAs and quality frameworks
⭐ Previous experience in a tech, SaaS, or fast-paced customer service environment
⭐ Familiarity with working across departments to resolve complex issues

Benefits

• Employee Assistance Programme


• Birthday Day Off


• Long Service Awards


• Half Year Awards


• Kudos nominations

Apply Now
If you're ready to make a real difference in customer experience and bring your skills to a team that values empathy, action, and accountability – we'd love to hear from you.