Who we’re looking for
We’re looking for a motivated, reliable, and customer-focused professional who is fluent in Spanish and English. As a Retention Specialist, you will build strong relationships with existing customers, resolve their concerns, and help retain their business.
The ideal candidate is a team player with strong communication skills, empathy, and the ability to navigate challenging conversations confidently.
Who we are
Established in 2016, Omelink is a U.S.-based BPO company with operations in Kosovo, serving clients across the United States. Our entrepreneurial culture is built on three core values: Quality, Integrity, and Reliability.
In this role, you will support our client, Slice Merchant Services, a New York City-based company providing payment processing services to businesses across the United States.
Your responsibilities
- Engage with existing customers in Spanish and English to understand their concerns and retain their business.
- Handle inbound and outbound retention calls, including outreach to high-value accounts and customers at risk of cancellation.
- Resolve customer concerns through active listening, problem-solving, and effective follow-up.
- Explain the value of Slice’s services and address objections.
- De-escalate challenging conversations with empathy and professionalism.
- Maintain accurate customer records, account status updates, and follow-up tasks in the CRM.
- Work with the team to resolve account issues and improve customer satisfaction.
- Meet retention targets and help maintain or increase payment processing volume across assigned accounts.
Required qualifications
- Fluency in both Spanish and English, spoken and written.
- Previous experience in customer service, account retention, or a similar customer-facing role.
- Strong relationship-building and communication skills.
- Ability to handle objections and navigate difficult customer interactions.
- Strong problem-solving and decision-making abilities.
- A results-driven mindset with an organized, disciplined approach to work.
- Confidence using email, Google Docs, and CRM systems.
- Empathy, patience, and strong de-escalation skills.
What we offer
- A regular monthly salary plus performance-based bonuses.
- Paid training.
- Opportunities for career growth and advancement.
Working schedule
Monday–Friday, 3:00 PM–11:30 PM, Kosovo local time.
