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Customer Retention and Operations Specialist for the US market

Customer Retention and Operations Specialist for the US market

ELVTRWorkFromHome, South Africa
30+ days ago
Job description

Overview

ELVTR is a premier online education platform specializing in live courses led by top executives from globally renowned companies. Our unique approach sets us apart in the online education landscape, offering unparalleled value to our students. As we continue expanding, we seek a detail-oriented and proactive Customer Retention and Operations Specialist to join our dynamic team. In this role, you will manage client retention, handle refunds and billing inquiries, and provide vital administrative support to our sales team.

This is a full-time remote position, open to candidates located in South Africa. Please note that this role requires working hours aligned with U.S. time zones.

Responsibilities

  • Handle refunds and transfer requests on a day-to-day basis, providing an excellent experience to customers and retaining a high percentage of saved students
  • 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 Monthly KPI report to improve refund-related processes
  • Regularly review and address missing tickets to ensure no unresolved customer inquiries
  • Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies
  • Handle customer complaints effectively, ensuring swift resolutions and capturing insights to prevent recurrence
  • Manage the Welcome Back Credits process for re-engaging former customers
  • 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

Requirements

  • 1+ years of experience in sales, customer success, or customer service, with a focus on handling sensitive client requests such as cancellations, refunds, or account adjustments
  • Excellent phone and email communication skills, with the ability to build strong relationships with customers and colleagues
  • Strong organizational skills and keen attention to detail
  • Experience with a CRM system is preferred
  • Ability to multitask and prioritize competing demands in a fast-paced environment
  • Proactive problem-solver with a customer-focused mindset
  • Strong analytical and decision-making skills to assess patterns and propose actionable solutions
  • High level of adaptability and willingness to take on diverse responsibilities

    • Benefits

  • Competitive Salary and Bonuses : We value your dedication and expertise, offering a competitive salary and performance-based bonuses
  • Exciting Benefits : Gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses
  • Remote Work : The freedom to work remotely, crafting a work-life balance that fits your personal needs
  • Collaborative Work Environment : Join a team of passionate, like-minded individuals. Collaboration is central to how we grow, innovate, and excel

    • Why You Should Join ELVTR

  • Innovative and Positive Culture : A team driven by a shared vision
  • Growth Opportunities : Abundant opportunities for professional development
  • A Mission You Can Be Proud of : A brand that stands for quality, innovation, and inspiring education

    • Join Us

    If you have the skills and dedication to excel in this role, we invite you to apply. Your ability to manage client relationships and handle billing issues efficiently will make you an invaluable asset to our team.

    Due to the high volume of applications, we will only be able to respond to candidates with whom we are interested in proceeding. We appreciate your understanding and look forward to reviewing your application.

    ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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    Retention Specialist • WorkFromHome, South Africa