Customer Retention and Operations Specialist

Описание

Обязанности

• 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.

Требования

• 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.

Навыки

ELVTR