Customer Service Advisor (Retention/Proactive)

About Dojo

We’re reinventing payments. In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK.

Benefits

• Salary: £27,430 base salary
• Bonus: Potential to earn up to £12,000 per year in performance commission/bonus per year.
• Location: Our office is right in the heart of Bristol, a quick 5‑minute walk from Temple Meads Station.
• Working model: 3+ days in the office with the flexibility of 2 days from home after the 6‑month probation period.
• Hours: A 37.5‑hour week with shifts Monday‑Friday, rotating between 8am‑6pm. You’ll know your schedule at least 12 weeks ahead.
• Equipment: You’ll receive all the necessary equipment for your role on your first day (laptop, headset, etc.)
• Start date: Induction group on 6 July.

Role

As a Retention & Proactive Growth Specialist, you will help retain customers by demonstrating the value of Dojo and maximizing loyalty.

What you’ll do

• The Hybrid Edge: Spend one day a week in core customer service to stay sharp on the product and deliver our “Customer Obsessed” values.
• The Art of Retention: Handle high‑stakes conversations to prevent churn, using commercial acumen to negotiate and win back customers considering a move.
• Proactive Growth: Reach out to existing UK and Irish merchants to conduct “health checks”, ensuring they get the most out of Dojo, and identify opportunities to upsell and cross‑sell new features.
• Churn Prevention: Contact customers flagged by data as risk of moving, understand their concerns, and win them back to loyalty.
• Portfolio Protection: Treat every customer like your own business, measured on retention conversion rates, portfolio revenue retained, cross/upsell conversions, and CSAT improvement.

What you’ll bring

• Background in a fast‑paced environment, face‑to‑face or telephone‑based, comfortable meeting and exceeding targets.
• Excellent communication and negotiation skills; natural at handling objections and articulating value.
• Results‑driven approach and motivation by target‑driven environment.
• Proactive energy; enjoy outbound calling customers to understand needs and offer tailored service.
• Resilience and grit to handle tough conversations, positivity to focus on helping customers maximize our products.
• Previous experience in retentions or outbound sales desirable, but not essential.

Diversity, equity, and inclusion at Dojo

From local bakeries to well‑known eateries, Dojo payments serve over 150,000 places across the UK. We aim to build teams that reflect the diversity of the businesses we serve. Our drive to improve diversity, equity, and inclusion is linked to helping employees thrive and innovating for better customer experiences.

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