Retention Specialist

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ELVTR

WebsiteLinkedInAll Job Openings

51 - 200 employees

📚 Education

👥 B2C

🛍️ eCommerce

Education • B2C • eCommerce

ELVTR is an online education platform that revolutionizes learning by connecting students with industry-leading experts through live virtual classrooms. Focused on providing practical knowledge, ELVTR offers a wide range of courses, including AI product design, UX/UI for gaming, creative advertising, and more, with content driven 100% by instructors. This approach allows ELVTR to provide personalized feedback and hands-on assignments, enabling students to develop marketable skills and build impressive portfolios. With a mission to disrupt traditional education, ELVTR emphasizes networking, community discussions, and individual growth opportunities.

📋 Description

• 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 to improve refund-related processes. • Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. • Manage the Welcome Back Credits process for re-engaging former customers. • Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. • Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. • 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

• 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 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) and sales analytics tools • **Nice-to-haves: ** • Payment Recovery (Billing) • Chargeback Management • Work with escalations

🏖️ Benefits

• Competitive Salary and Bonuses • Exciting Benefits: Enjoy gym membership reimbursements, mental health benefits, generous vacation allowance, and free access to all our courses. We believe in continuous learning, both for our customers and our team. • 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. At ELVTR, collaboration isn't just a buzzword; it's how we grow, innovate, and excel together.