Remote Refunds & Billing Specialist — Retention Focus

Y-Axis; Philippines; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Gym membership reimbursement

Mental health benefits

Generous vacation allowance

Free access to ELVTR courses

Job summary

ELVTR, a premier online education platform, seeks a Refunds and Billing Specialist to manage refunds, billing inquiries, and admin support for the sales team. This is a full-time remote role aligned with UK time (1 PM–10 PM).

Start date is immediate, with ongoing contributions to customer retention and process improvements. You will ensure accurate records, timely responses via phone and email, and collaborate with cross-functional teams to enhance student experience while maintaining compliance

Qualifications

• 2+ years in sales, customer service, refunds handling, or related role.
• Excellent phone and email communication to build relationships.
• Proactive problem-solver with customer-focused mindset.
• Strong organizational skills and attention to detail.
• Proficiency with CRM systems and sales analytics tools.

Responsibilities

• Handle refunds and transfer requests daily, retaining as many customers as possible.
• Engage with customers to resolve concerns and improve satisfaction and loyalty.
• Manage chargebacks (US, UK, APAC) with documentation and resolutions.
• Maintain Refunds Report and Monthly KPI in the CRM to improve processes.
• Attend weekly meetings with Program Managers and Instructional Designers.
• Oversee Welcome Back Credits to re-engage former customers.
• Oversee payment recovery and follow up on failed payments and policies.
• Provide clear, accurate billing support to students.

Skills

Refunds Handling

Billing Management

Client Retention

Chargeback Management

CRM Proficiency

Payment Recovery

Conflict De-escalation

Customer Relationships

Administrative Support

Sales Analytics

Email Communication

Phone Communication

Tools

Salesforce

HubSpot

Job description

ELVTR, a premier online education platform, seeks a Refunds and Billing Specialist to manage refunds, billing inquiries, and admin support for the sales team. This is a full-time remote role aligned with UK time (1 PM–10 PM).

Start date is immediate, with ongoing contributions to customer retention and process improvements. You will ensure accurate records, timely responses via phone and email, and collaborate with cross-functional teams to enhance student experience while maintaining compliance