Customer Service Sales Representative
Pavago
Swift
Student Success Manager, Refunds and Escalations
ELVTR
full-time
Posted on:
Origin: • 🇲🇽 Mexico
Visit company websiteJob Level
Entry Level
Tech Stack
Swift
About the role
- Handle refunds and transfer requests daily, 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 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
- 1+ years of experience in sales, customer success, or customer service, with a focus on handling sensitive client requests such as cancellations, refunds, or account adjustments
- 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.
