Customer Retention Agent – US Hours (Norwich)

About the role

We are looking for a Customer Retention Agent to join our fast‑paced Retention team in Norwich. Working US business hours, you will speak with merchants who are considering cancelling or reducing their service and help them see the value of staying with Epos Now.

Key responsibilities

• Contact customers who have requested cancellation or are at risk of leaving.
• Understand issues, provide solutions and retain their business.
• Reconnect with inactive merchants and encourage them to resume trading.
• Manage contract renewals and secure long‑term agreements (12‑18 months).
• Handle objections confidently while protecting revenue.
• Use live pricing and simple calculations during conversations.
• Meet targets for retention, response times and customer activity.
• Maintain accurate records of all interactions.

Required profile

• Experience in customer service, sales, retention or account management.
• Strong communication skills and confidence handling difficult conversations.
• Comfortable working in a target‑driven environment.
• Commercial mindset with the ability to make quick decisions.
• Positive, resilient and motivated by results.

Required skills

What we offer

• Competitive base salary £26,436.80 per year plus uncapped commission.
• Company pension scheme.
• Free on‑site parking.
• Referral programme.