Refunds and Billing Specialist
New
PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience in sales, customer service, refunds handling, or a related role
- Required Skills
- SalesforceCustomer serviceCRMHubSpot
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.
- Experience in Payment Recovery (Billing) (Nice-to-have).
- Experience in Chargeback Management (Nice-to-have).
- Experience working with escalations (Nice-to-have).
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 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, providing clear, accurate, and efficient support.
- Hold monthly cross-functional meetings to assess the general picture and identify patterns.
- Assist with additional operational tasks as needed.
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