Customer Support Associate – Polish & English | Telecom Project

Location: Sofia, Sofia City Province, bg, Remote

Company Description

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

Join our team supporting customers of a leading international telecommunications provider.

You’ll provide inbound customer support via phone, email, and chat, helping customers with everyday service needs such as SIM activation, top-ups, roaming, and account inquiries.

No sales or upselling — your focus is on solving customer issues and delivering a great experience.

Job Description

✅ What You’ll Do

• Handle customer inquiries through voice and non-voice channels
• Resolve service-related issues and aim for first-contact resolution
• Provide clear, professional, and empathetic support
• Accurately document customer interactions
• Follow established processes and procedures

Qualifications

🧠 What We’re Looking For

Must-have:

• Polish – C1
• English – B2
• Undergraduate, graduate, postgraduate education or equivalent
• Strong communication and computer skills
• Availability to work on shifts Monday–Saturday, 09:00–18:00

Nice to have:

• Customer service, BPO, or telecommunications experience
• Experience with CRM/ticketing systems
• Strong problem-solving and customer-focused mindset

Additional Information

🎁 What You’ll Get

What We Offer

• Competitive salary + performance bonus
• Additional health insurance
• Food vouchers
• Paid training and onboarding
• Relocation support for eligible candidates moving to Sofia
• Ongoing learning and career development
• International and supportive work environment

Work model: Onsite – Sofia
Working hours shifts : Monday–Saturday, 09:00–18:00
Channels: Voice, email & chat

If you’re fluent in Polish and enjoy helping people, we’d love to hear from you. Apply now and start your journey with Sutherland!