Bilingual Customer Retentions (Spanish/English) Agent

About the role

We are looking for a bilingual (Spanish/English) Customer Retentions Agent to join our fast‑paced Retention team in Norwich. You will speak directly with merchants who are considering cancelling or reducing their service, helping them see the value of staying with Epos Now.

Key responsibilities

• Contact customers who have requested cancellation or are at risk of leaving.
• Identify concerns, provide solutions, and persuade merchants to remain.
• Re‑engage inactive merchants and encourage them to resume trading.
• Manage contract renewals and secure long‑term agreements (12‑18 months).
• Handle objections while protecting revenue and meeting retention targets.
• Use live pricing and simple calculations during calls.
• Maintain accurate records of all interactions.

Required profile

• Experience in customer service, sales, retention, or account management.
• Fluent in both English and Spanish.
• Strong communication skills and confidence in difficult conversations.
• Comfortable working in a target‑driven environment.
• Commercial mindset with quick decision‑making ability.

Required skills

• Ability to perform live pricing calculations.

What we offer

• £26,436.80 base salary per year plus uncapped commission.
• Company pension scheme.
• Free on‑site parking.
• Referral programme.
• Career progression in a growing fintech company.