POSITION 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 Success Specialist with a focus on Refunds and Escalations 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 Mexico.

REQUIREMENTS

• 1+ years of experience in retention or customer success roles, with a focus on handling refunds, escalated cases, and sensitive customer interactions
• Familiarity with CRM systems
• 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.
• 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.

• 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.