Job 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
We are looking for a Customer Support Associate with Swedish and English to join our team supporting customers of a leading international telecommunications provider.
You will assist customers through inbound voice and non-voice channels, including phone, email, and chat, with day-to-day service-related questions such as top-ups, SIM activation, roaming usage, and general account inquiries. This is a pure customer service role with no sales, upselling, or device troubleshooting.
Key Responsibilities
Handle inbound customer inquiries via phone, email, chat, and other supported channels
Assist customers with top-ups, SIM activation, roaming usage, and general service-related questions
Resolve customer concerns efficiently and aim for first-contact resolution whenever possible
Accurately document customer interactions and follow established processes
Provide professional, clear, and empathetic support in every interaction
What We’re Looking For
Must-have:
Swedish – minimum B2 level
English – minimum B2 level
Undergraduate, graduate, postgraduate education or equivalent
Strong verbal and written communication skills
Good computer skills and ability to work with multiple systems
Availability to work 09:00–18:00, Monday to Friday
Nice-to-have:
Previous experience in customer service, BPO, telecommunications, or a similar environment
Experience working with CRM or ticketing systems
Strong problem-solving skills and a customer-focused mindset
What You’ll Get
Compensation & Benefits:
Competitive salary and performance-based bonuses
Additional health insurance
Food vouchers
3 weeks of paid training in English, followed by accreditation
Relocation support to Sofia for eligible candidates
Work Environment:
Onsite from our Sofia office
Working hours: 09:00–18:00, Monday to Friday
Voice and non-voice customer support
Growth & Development
You will receive structured training and ongoing support while developing your customer service and communication skills in an international environment.
🚀 Ready to Apply?