Customer Support Associate with Danish & English – Sofia, Bulgaria

Role Summary

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.

We are looking for a Customer Support Associate with Danish 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.

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

Requirements

• Danish – 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

Salary

• 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
• 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.

Additional Information

Join us and become part of a team that delivers exceptional customer experiences every day. Apply now and start your journey with Sutherland.