Customer Support Associate with Danish & English – Sofia, Bulgaria

For more than 37 years, Sutherland has been a global leader in Customer Experience Management (CXM). As a pioneer in automation and innovative customer solutions, we deliver exceptional service on behalf of our clients worldwide. With operations in 60 countries and a presence in Bulgaria since 2008, our diverse team of more than 2,000 professionals supports customers in 17 different languages from Sofia, Varna, Burgas, and remote locations. 🎯 About the Role We are looking for a Customer Support Associate with Danish and English to join our team supporting customers of a leading international telecommunications provider. You will assist customers through inbound voice and non-voice channels, including phone, email, and chat, with day-to-day service-related questions such as top-ups, SIM activation, roaming usage, and general account inquiries. This is a pure customer service role with no sales, upselling, or device troubleshooting. Key Responsibilities Handle inbound customer inquiries via phone, email, chat, and other supported channels Assist customers with top-ups, SIM activation, roaming usage, and general service-related questions Resolve customer concerns efficiently and aim for first-contact resolution whenever possible Accurately document customer interactions and follow established processes Provide professional, clear, and empathetic support in every interaction

🧠 What We’re Looking For Must-have: Danish – minimum B2 level English – minimum B2 level Undergraduate, graduate, postgraduate education or equivalent Strong verbal and written communication skills Good computer skills and ability to work with multiple systems Availability to work 09:00–18:00, Monday to Friday

Nice-to-have: Previous experience in customer service, BPO, telecommunications, or a similar environment Experience working with CRM or ticketing systems Strong problem-solving skills and a customer-focused mindset

🎁 What You’ll Get Compensation & Benefits: Competitive salary and performance-based bonuses Additional health insurance Food vouchers 3 weeks of paid training in English, followed by accreditation Relocation support to Sofia for eligible candidates

Work Environment: Onsite from our Sofia office Working hours: 09:00–18:00, Monday to Friday Voice and non-voice customer support

Growth & Development You will receive structured training and ongoing support while developing your customer service and communication skills in an international environment. 🚀 Ready to Apply? Join us and become part of a team that delivers exceptional customer experiences every day. Apply now and start your journey with Sutherland.