Customer Support Specialist with Bulgarian and English

About This Role

Serving as the first point of contact, the Customer Support Specialist delivers an exceptional customer experience by supporting customers through phone, chat, and email, ensuring their questions are answered and their issues are resolved with care and professionalism.

Responsibilities

• Respond to customer inquiries via chat, phone and email
• Accurately document all customer interactions and case details in the CRM system
• Follow communication procedures, guidelines, and policies
• Escalate complex or sensitive cases to the relevant internal teams while ensuring the customer is kept informed throughout
• Navigate multiple systems simultaneously

Requirements

• Native knowledge of Bulgarian (C2) and good command of English (B2)
• Excellent written and verbal communication skills
• Strong computer literacy and the ability to navigate multiple systems and platforms with ease
• Strong attention to detail and the ability to follow processes and guidelines accurately
• Willingness to work on shifts

Nice to have:

• Previous experience in a customer support or customer-facing role

Benefits

• 21 days of paid annual leave
• Additional health and life insurance
• Meal and gift vouchers
• Employee recognition programs
• Individual training for professional development
• Clear career prospects with internal promotion opportunities
• Modern and pleasant work environment with cozy relaxation areas

About the Company

Sutherland is a global leader in Customer Experience Management (CXM) with 37 years of experience, specializing in automation and innovative solutions. With a presence in 60 locations worldwide, including Bulgaria since 2008, the company employs over 2,000 individuals across Sofia, Varna, or remotely, serving in 17 languages.