Retention Specialist (Refunds and Billing)
E
ELVTROnline education
South Africa. Ukraine, 1 - 10 PM British timeFull-TimeJunior
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience
- Required Skills
- SalesforceCommunication SkillsProblem SolvingCustomer serviceOrganizational skillsHubSpot
Requirements
- 2+ years of experience in sales, customer service, refunds handling, or a related role.
- Excellent phone and email communication skills, with the ability to build strong relationships with customers and internal teams.
- Proactive problem-solver with a customer-focused mindset.
- Strong organizational skills with high attention to detail.
- Proficiency with CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools
- Confident and Assertive: You are fearless in handling demanding clients and can de-escalate situations quickly and effectively.
- A Problem Solver: You can efficiently resolve billing issues and overdue accounts, ensuring client satisfaction and retention.
- Highly Organized: You have strong organizational skills and pay attention to detail, which is crucial for managing calendars and maintaining accurate records.
- A Strong Communicator: You excel at phone and email communication and are capable of building strong relationships with customers and colleagues.
- Tech-Savvy: You are experienced with CRM systems and can easily navigate various business tools.
Responsibilities
- 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.
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