- Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid.
- Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
- Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions.
- Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes.
- Manage the Welcome Back Credits process for re-engaging former customers.
- Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans.
- Handle and resolve student billing inquiries, providing clear, accurate, and efficient support.
- Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements.
- Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency.
- Improve internal processes and offer solutions.
SalesforceCommunication SkillsProblem Solving+3 more