Customer Retention Agent

1 day ago

Maroochydore, Australia Epos Now Full time

Join one of the fastest growing UK tech companies Epos Now offers a market leading product and an award winning brand, there has never been a more exciting time to join our driven team. We’re looking for an ambitious Customer Retention Agent to join our existing team who operate with customers all over Europe, United States and Australia.

**About Us**:
EposNow are transforming the business owner experience by putting the power of fintech in their hands. We offer comprehensive tools for point of sale and embedded finance, (including payments, banking, and lending) to our 77,000 incredible business merchants worldwide, helping everyone from micro-sized businesses to enterprise companies succeed. Our ultimate mission is to make commerce accessible for everyone. With personalised career progression plans, exciting opportunities to work with new tech (like AI), and an inclusive culture and help shape the future of business solutions.

**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
- this company takes it personally. As Customer Success Manager at the Orlando office, 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 NetPromoter Score results from cancellations to address detractor issues
- Be the first escalation point of contact for customer complaints and cancellations, ensuring compliance with terms and conditions and effectively resolving complaints with the Customer Experience Team.
- Answeringcustomers' billing and subscription queries
- Maintainahighvolumeofoutboundactivity 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
- Deliveragainst KPIs in key areas of activity and productivity
- Optimize customer experience by effectively utilizing the CRMFollow all relevant processes and proactively give feedback to improve them

**Whats on offer**:

- Superannuation20 days paid holiday plus 6 public holidays

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