Role details
Company Description
Sutherland is a global leader in Customer Experience Management, operating in 60 countries and supporting customers in 17 languages. In Bulgaria, our 2,000+ employees work from Sofia, Varna, Burgas, and remotely.
Job Description
About the Role
- Join our team supporting customers of a leading international telecommunications provider.
- You'll provide inbound customer support via phone, 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.
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 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