Join Sutherland - Where Your Career Soars!

About us!

Sutherland is pioneering Customer Experience Management (CXM) Globally for 37 Years! As a powerhouse in automation and innovative solutions, we thrive on delivering exceptional service to our clients' customers across the globe. With a presence in 60 locations worldwide, including Bulgaria since 2008, we're a diverse team of over 2,000 dedicated individuals working across Sofia, Varna, Burgas, or from the comfort of home, serving in 17 languages!

About your next great opportunity:

As a Customer Support Specialist, you will play a key role in delivering an exceptional customer experience. Serving as the first point of contact, you'll support our customers through phone, chat, and email, ensuring their questions are answered and their issues are resolved with care and professionalism.

Join us in our cozy Sofia office where ideas flow and teamwork thrives!

Job Description:

• Respond to customer inquiries via phone, chat, 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
• Navigating multiple systems simultaneously

Qualifications:

• Native knowledge of Bulgarian (C2) and good command of English (B1-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
• Previous experience in a customer support or customer-facing role is an advantage
• Willingness to work on shifts 24/7

What We Offer:

• Attractive salary and long-term job security with a permanent contract
• Work from our Sofia office
• 21 days of paid annual leave
• Additional health and life insurance
• Meal and gift vouchers
• Transportation allowance
• Employee recognition programs
• Individual training for professional development
• Clear career prospects with internal promotion opportunities
• Modern and pleasant work environment with cozy relaxation areas
• 24/7 shifts available

Additional Information All your information will be kept confidential according to EEO guidelines.