Customer Retention Agent

Location - Norwich

Salary - £25,390 plus comms

Shift - Mon - Fri | 2pm - 11pm

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 over 71 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 Customer Success Managers 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