Customer Success Specialist
New
E
ELVTROnline Education
South Africa. Ukraine. Brazil. Philippines, 1 PM - 10 PM UK timezoneFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- Data AnalysisSalesforceCRMCustomer SuccessHubSpot
Requirements
- 2+ years of experience in sales, customer service, refunds handling, or a related role.
- Excellent phone and email communication skills.
- 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).
- Experience with sales analytics tools.
- Ability to work 1 PM - 10 PM UK timezone.
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.
- Attend weekly production meetings with Program Managers and Instructional Designers.
- Manage the Welcome Back Credits process for re-engaging former customers.
- Manage payment recovery, including failed payments and second deposit collections.
- Handle and resolve student billing inquiries.
- Hold monthly cross-functional meetings to identify patterns and propose process improvements.
- Assist with additional operational tasks as needed.
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