What are we looking for:

We are seeking solution driven excellent Customer Success Bi-Lingual English/Russian speaking full-time agents to join as a member of the Customer Success – Support team.

Who we are:

Established in 2016, Omelink is a United States based BPO company with operations out of Kosovo offering services for the United States based clients. At Omelink, our entrepreneurial culture is sustained by our shared core values of Quality, Integrity, and Reliability.

Our client Relay Payments is a venture-backed, fintech company building an electronic payment network in the transportation, logistics, and supply chain industries in the United States. The company creates value for its customers and partners by providing direct, instant payments in an industry heavily reliant on cash and checks to conduct day-to-day business. Relay’s application is used by leading carriers across the United States making it one of the disrupters in the fintech industry.

Job Description:

As a Customer Success Specialist, you will pay a crucial role in ensuring the satisfaction and success of Relay’s clients. You will be the primary point of contact for their customers, providing support, guidance, and proactive solutions to enhance their experience with Relay Payments products and services.

Responsibilities:

1. Client Onboarding: Assist clients in the successful onboarding process, ensuring a smooth transition to Relay Payments solutions.
2. Relationship Management: Build and maintain strong, positive relationships with clients by understanding their needs and provide effective communication and support.
3. Product Education: Educate clients on the features and functionalities of Relay Payments products, helping them maximize the value of their investment.
4. Issuer Resolution: Address and resolve client concerns, issues, and inquiries promptly, collaborating with internal teams to ensure timely and effective solutions.
5. Client Advocacy: Service as the voice of the customer within the organization advocating for enhancements and improvements based on the client feedback.
6. Customer Feedback: Gather and analyze customer feedback to provide insights that contribute to the continuous improvement of our products and services.

What you will be doing:

• Placing outbound calls to current Relay fleets for activation process
• Conduct necessary follow-up via calls, emails and SMS
• Responding to customers inbound questions via call, email and SMS
• Reviewing Reports to prioritize tasks.
• Updating CRM and other tools with activity logging, comments, and relevant updates
• Configure customer portals and make changes to policies and drivers as needed by customer.
• Collaborating with Relay’s Sales Department on stalled accounts
• Proactively monitoring for stalled or churned accounts
• Submit product bugs and issues.
• Educate the prospects on the needs and opportunities of using Relay products.
• Schedule and attend discovery and follow up meetings and calls.
• Hands-on guide, educate and activate customers application.

This position will be a great fit for someone who is goal oriented, problem solver that thrives in a fast-paced, dynamic environment, handling multiple prospect accounts at once.

Fundamental Skills:

• You are a fluent in English and Russian. Can speaks professionally via phone and is an active listener.
• Proven experience in a customer success / support or account management role
• Strong communication and interpersonal skills
• Ability to understand and articulate technical concepts.
• Problem solving skills.
• Detailed – oriented with excellent organizational and time-management abilities
• You understand or is willing to learn the trucking and logistics industry in the United States

What we offer:

• A regular monthly paycheck
• Paid training
• Opportunities for career advancement
• Working on behalf of one of the most forward-thinking companies in the world

Working Schedule:

• Monday to Friday
• 3PM – 11PM