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Retention Specialist ( Refunds and Billing )

1 hour, 30 minutes ago
Ukraine, South Africa
Full-time
Junior
Customer Success
Customer and Technical Support
HubSpot Salesforce
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ELVTR

ELVTR

ELVTR is transforming the education sector by offering live online classes taught by experienced industry leaders to aspiring professionals.

Diversified Consumer Services
51-250
Founded 2020
View All Jobs 19

Description

  • Handle refunds, transfer requests, and retention efforts on a day-to-day basis.
  • Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty.
  • Manage chargeback cases across US, UK, and APAC markets and prepare required documentation.
  • Use the CRM to track cases and maintain the Refunds Report and Monthly KPI report.
  • Attend weekly production meetings with Program Managers and Instructional Designers to align on concerns and strategies.
  • Manage the Welcome Back Credits process to re-engage former customers.
  • Oversee payment recovery, including failed payments and second deposit collections, while following payment plans.
  • Respond to student billing inquiries with clear, accurate, and efficient support.
  • Hold monthly cross-functional meetings to identify patterns and propose process improvements.
  • Assist with additional operational tasks and improve internal processes as needed.

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.
  • Proactive problem-solver with a customer-focused mindset.
  • Strong organizational skills and high attention to detail.
  • Proficiency with CRM systems such as Salesforce or HubSpot.
  • Experience with sales analytics tools.
  • Nice to have: experience in payment recovery and billing.
  • Nice to have: experience in chargeback management.
  • Nice to have: experience working with escalations.

Benefits

  • Competitive salary and performance-based bonuses.
  • Gym membership reimbursements.
  • Mental health benefits.
  • Generous vacation allowance.
  • Free access to all ELVTR courses.
  • Remote work and flexible work-life balance.
  • Opportunities for professional development and growth.
  • Collaborative and inclusive team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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