Customer Retention And Operations Specialist For The US Market - Remote Eligible

Customer Retention And Operation Specialist

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 Operation 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.

This job is for you if you are:

• 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, 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.