Customer Success Specialist, 1 PM - 10 PM UK timezone

Role Overview

• 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: 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.