Customer Retention Agent- US Hours

About the Position

Customer Retention Agent- US Hours

Location: Norwich, Norfolk, United Kingdom

Job Type: Full-time, Permanent

Salary: £26,436 + Uncapped Commission

Hours: 40 hours per week: Monday to Friday, 1pm til 10pm (Some weekend working required- 1 in 6 weekends, either Saturday or Sunday)

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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 personalized progression plan to identify a clear and achievable career path for success.

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Responsibilities

• Retain customers, contributing to the company goal of a 1% churn of the 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.

Requirements

• Experience in customer service, sales, retention, or account management
• Strong communication skills and confidence handling difficult conversations
• Comfortable working in a target-driven environment
• Ability to think commercially and make quick decisions
• Confident using numbers during live conversations
• Positive, resilient, and motivated by results

We Offer

• 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.

About the Company

You’ll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading. This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.