Customer Retention Agent

About the company.

We are a market‑leading fintech company that supports over 50,000 businesses across 80 countries in payments and point of sale (POS). Our mission is to make commerce accessible for everyone.

As a Customer Retention Agent you will maintain a low level of customer churn and contact customers at risk of churn or cancelling in a timely manner. 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.

• 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 cancelled 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.
• Answer 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.

• Career progression and increased basic salary achievable by reaching revenue, retention and account reactivation targets.
• Total of 25 days PTO.
• Exclusive retail, restaurants, travel and accommodation discounts.
• 24/7 access to a mental health and well‑being program.
• 401k.
• Medical including dental & vision.

Job Type: Full‑time