Customer Retention Agent (Fintech)

TL;DR

Customer Retention Agent (Fintech): Managing customer churn and coordinating retention efforts for a leading POS payments platform with an accent on negotiation and account management. Focus on reducing cancellation rates, resolving billing disputes, and reactivating dormant accounts.

Location: Maroochydore, Queensland

Compensation: 50,131.00-55,000.00 AUD

Company

Market-leading fintech company supporting over 50,000 businesses across 80 countries within the payments and point of sale (POS) space.

What you will do

• Maintain low churn levels to contribute to the company goal of a 1% churn rate.
• Manage cancellation queues by contacting at-risk customers within 24 hours to seek reactivation.
• Handle billing and subscription queries while proactively managing outstanding debt.
• Execute high-volume outbound activity to nurture customer relationships and understand their needs.
• Optimize customer experience and track productivity through the effective use of CRM.
• Analyze Net Promoter Score (NPS) results to address and resolve detractor issues.

Requirements

• Experience in account management and confident negotiation skills.
• Comfortable handling difficult conversations with a tenacious approach to retaining business.
• Entry-level experience.
• Location: Must be based in Maroochydore, Queensland.

Culture & Benefits

• Uncapped commission earned through an inbound sales approach.
• Personalised progression plans to identify clear career paths.
• 20 days of annual leave plus bank holidays.
• Superannuation and 24/7 access to mental health and wellbeing support.
• Exclusive discounts on retail, restaurants, travel, and accommodation.