Customer Retention and Operations Specialist for the US market
- South Africa
- Permanent
- Full-time
- 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.
- 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.
- A minimum of 1 year of experience in sales, customer service, or a related role — with a focus on U.S.-based customers — is a must
- 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.
- Competitive Salary and Bonuses: We value your dedication and expertise, offering a competitive salary and performance-based 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.
- Innovative and Positive Culture: Join a team of passionate individuals driven by a common vision.
- Growth Opportunities: At ELVTR, we believe in nurturing talent and providing abundant opportunities for professional development. In fact, 100% of our senior managers have been promoted to executive roles within the company.
- A Mission You Can Be Proud of: Be part of a brand that stands for quality, innovation, and inspiring education. Be part of a company that’s changing the face of online education, connecting students with top-tier executives.