Who we’re looking for
We’re looking for a solution-driven, customer-focused professional who is fluent in Spanish and English to join our team as a full-time Customer Support Agent.
The ideal candidate communicates clearly, solves problems efficiently, and is committed to delivering excellent customer service.
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.
About the role
As a Customer Support Agent, you will be the first point of contact for merchants seeking assistance with billing questions, payment processing equipment, and services. You will handle incoming calls, use company resources to resolve inquiries, and ensure customers receive accurate information and timely support.
Your responsibilities
- Handle incoming customer calls in Spanish and English with professionalism and care.
- Answer questions about billing, equipment, and available services.
- Resolve customer concerns using company policies, resources, and approved procedures.
- Escalate issues that require additional support and follow up on their resolution.
- Maintain accurate customer records and document interactions in the CRM.
- Manage a high volume of inquiries promptly, accurately, and efficiently.
- Follow up with customers to confirm that their issues have been resolved.
- Support customer satisfaction and retention through proactive assistance and effective problem-solving.
Required qualifications
- Fluency in both Spanish and English, spoken and written.
- A bachelor’s degree.
- Excellent communication, organizational, and interpersonal skills.
- A friendly, articulate, and professional manner.
- Basic computer skills and confidence learning new systems.
- Strong attention to detail and the ability to make accurate decisions.
- Patience and the ability to remain calm during challenging customer interactions.
Preferred qualifications
- At least one year of experience in a call center, customer support, or technical support role.
- Experience using Salesforce.
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.
