Retention Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage refund and transfer requests on a daily basis, ensuring a high retention rate of students and cash payments.

• Communicate with customers to address issues, enhance satisfaction, and foster loyalty.

• Promptly address chargeback cases in the US, UK, and APAC markets, supplying necessary documentation and solutions.

• Actively utilize the CRM to monitor cases and maintain the Refunds Report and Monthly KPI report to enhance refund-related processes.

• Participate in weekly production meetings with Program Managers and Instructional Designers to discuss concerns and align strategies.

• Oversee the Welcome Back Credits process to re-engage former customers.

• Manage payment recovery efforts, including failed payments and second deposit collections, ensuring timely follow-ups and adherence to payment plans.

• Address and resolve student billing inquiries, delivering clear, accurate, and efficient support.

• Conduct monthly cross-functional meetings to evaluate overall performance, identify trends, and suggest process improvements.

• Provide assistance with additional operational tasks as required, ensuring efficient workflows and team effectiveness.

• Enhance internal processes and propose solutions.

⛳️ Requirements

• A minimum of 2 years of experience in sales, customer service, refunds handling, or a similar field.

• Exceptional communication skills via phone and email, with the ability to cultivate strong relationships with customers and internal teams.

• A proactive problem-solver with a customer-centric approach.

• Strong organizational abilities and meticulous attention to detail.

• Proficiency in CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools.

• **Preferred Qualifications:**

• Experience in Payment Recovery (Billing).

• Knowledge in Chargeback Management.

• Experience handling escalations.

🏝️ Benefits

• Competitive Salary and Bonuses.

• Attractive Benefits: Enjoy gym membership reimbursements, mental health support, generous vacation time, and complimentary access to all our courses. We prioritize continuous learning for both our customers and our team.

• Remote Work: Enjoy the flexibility of working remotely, allowing you to create a work-life balance that suits your personal needs.

• Collaborative Work Environment: Become part of a team of passionate, like-minded individuals. At ELVTR, collaboration is not just a term; it’s how we grow, innovate, and achieve success together.