About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

What Are We Looking For:

Sutherland Bulgaria is seeking motivated individuals to join our team as Luxury Hotel Customer Advisor with German and English. This is an exciting opportunity to provide premium customer support to guests of luxury hotels worldwide. As a key member of the team, you will be responsible for managing reservations, assisting guests with inquiries, and delivering exceptional service that matches the high standards of the luxury hospitality industry. You will ensure that all communication is handled with professionalism, warmth, and attention to detail, helping to create memorable experiences for guests. This is a remote role; however, candidates must be based in Bulgaria and available to work on shifts.

Your Tasks:

• Provide customer support and reservation services for luxury hotel properties across the globe, primarily via email, with occasional voice communication.
• Handle customer inquiries related to bookings, cancellations, special requests, and loyalty programs.
• Exceed customer expectations by providing proactive and personalized service.
• Maintain an in-depth understanding of the hotel’s offerings and services to ensure accurate and helpful information.
• Accurately document customer interactions using the company’s CRM system and ensure all requests are processed efficiently.
• Ensure adherence to company policies, customer service standards, and performance goals.
• Work within a team environment, collaborating to ensure smooth operations and the highest level of service.

Our Requirements:

This role is ideal for individuals who:

• Are based in Bulgaria and have the ability to work remotely.
• Are fluent in German and English (both written and spoken, B2 level or higher).
• Are available to work in shifts Monday to Sunday, between 9 AM and 10 PM.
• Have excellent written and verbal communication skills, with a passion for providing exceptional customer service.
• Are self-motivated and disciplined to work remotely, with a strong ability to manage your time.
• Have experience in customer service or hospitality, ideally within the luxury hotel sector.
• Are eager to work in a dynamic environment and deliver a high standard of service.

What You'll Get:

• Work Model: Fully remote with permanent residency in Bulgaria and available to work shifts.
• Compensation: Competitive salary, plus an uncapped bonus.
• Employee Benefits:Hotel Discounts: Access to discounted rates for hotel stays worldwide.
• Health & Wellness: Additional health and life insurance, plus an Employee Assistance Program.
• Work-Life Balance: 21 days of paid annual leave, plus 1.5 hours of paid breaks daily.
• Career Development: Clear career paths, internal promotions, and professional certifications.
• Flexible Working: Work-from-home opportunities, with the flexibility to visit the office when needed (Sofia-based employees).

Apply now to embark on a journey in the hospitality industry with Sutherland!

All your information will be kept confidential according to GDPR guidelines.