[Hiring] Refunds and Billing Specialist @ELVTR

Role Description

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 Refunds and Billing 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.

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, 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.

Qualifications

• 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.

Requirements

• 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.

Company Description

ELVTR is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.