Retention Specialist, Refunds and Billing

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

📋 Description

• Process refunds and transfer requests daily while maintaining a high retention rate of students and cash paid.

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

• Promptly manage chargeback cases across US, UK, and APAC markets, providing necessary documentation and resolutions.

• Utilize the CRM system effectively to monitor cases and maintain the Refunds Report and Monthly KPI report, aiming to enhance refund-related processes.

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

• Oversee the Welcome Back Credits process to re-engage previous 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, precise, and efficient support.

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

• Assist with other operational tasks as needed to ensure efficient workflows and team productivity.

• Enhance internal processes and propose effective solutions.

⛳️ Requirements

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

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

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

• Strong organizational abilities with meticulous attention to detail.

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

• **Nice-to-haves:**

• Experience in Payment Recovery (Billing).

• Knowledge of Chargeback Management.

• Experience handling escalations.

🏝️ Benefits

• Competitive Salary and Bonuses: We appreciate your commitment and expertise, offering a competitive salary along with performance-based bonuses.

• Exciting Benefits: Enjoy reimbursements for gym memberships, mental health benefits, a generous vacation allowance, and complimentary access to all our courses. We believe in 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 a part of a team of passionate, like-minded individuals. At ELVTR, collaboration is not just a concept; it’s how we grow, innovate, and succeed together.