Customer Retention and Operations Specialist

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Requirements:

• 1+ years of experience in sales, customer service, or a similar role.
• Excellent phone and email communication skills.
• Strong organizational skills and attention to detail.
• Experience with CRM systems is preferred.
• Ability to multitask and prioritize in a fast-paced environment.
• Proactive problem-solver with a customer-focused mindset.
• Strong analytical and decision-making skills.
• High level of adaptability and willingness for diverse responsibilities.

Responsibilities:

• Handle refunds and transfer requests day-to-day to provide an excellent experience to customers.
• Engage with customers to resolve concerns and improve satisfaction.
• Handle chargeback cases and maintain necessary documentation.
• Track cases in the CRM, maintain Refunds Report and Monthly KPI report.
• Review missing tickets to address unresolved inquiries.
• Attend weekly production meetings to align on strategies.
• Manage customer complaints and capture insights for improvement.
• Oversee Welcome Back Credits process for former customers.
• Conduct monthly meetings to identify patterns and propose improvements.
• Assist with additional operational tasks as needed.