Customer Retention and Operations Specialist

ELVTR is looking for a Customer Retention and Operations Specialist to support client retention, refunds, billing inquiries, overdue accounts, and sales operations. This role is suitable for a detail-oriented, assertive, and customer-focused professional who can handle demanding client situations, resolve billing issues, maintain accurate CRM records, and provide administrative support to the sales team in a remote full-time environment.

Handle refunds and client retention cases.
Address billing inquiries and overdue accounts.
Resolve customer concerns and improve client satisfaction.
Support payment recovery and failed payment follow-ups.
Provide administrative support to the sales team.
Manage calendars and schedule appointments when needed.
Respond to customer inquiries through phone and email.
Collaborate with the sales team on customer proposals and invoices.
Coordinate with marketing, finance, and operations teams to support smooth sales operations.
Maintain accurate customer records in CRM systems and internal databases.
Track refund-related cases and support reporting processes.
Identify patterns in customer issues and suggest process improvements.
De-escalate demanding customer situations professionally.
Support additional operational tasks when required.

3+ years of experience in sales, customer retention, customer service, refunds handling, or a similar role.
Excellent phone and email communication skills.
Ability to build strong relationships with customers and colleagues.
Strong organizational skills.
High attention to detail.
Experience working with CRM systems is preferred.
Ability to multitask and prioritize competing demands.
Confident and assertive communication style.
Strong problem-solving skills.
Customer-focused mindset.
Positive attitude and self-starter approach.
Team-player mindset.
Ability to work remotely full-time.
Availability to work from 1 PM to 10 PM UK timezone.
Experience with payment recovery, billing, chargebacks, or escalations is a plus.

ELVTR has been operating since 2020 as a live online learning platform focused on career growth and practical professional education. The company offers short, intensive courses taught by active industry experts, giving students access to real-world knowledge, project-based learning, and direct guidance from professionals working at leading global companies. ELVTR serves learners who want to upgrade their skills, change careers, or grow within competitive industries through flexible online classes and career-focused training.