Associate - Account Management

Sutherland
Bulgaria
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Empathy","Documentation","Organization","Reliability"]

Provide customer support as the first point of contact, handling inquiries primarily via chat and email with professionalism and empathy. Accurately document interactions and cases in the CRM, follow internal communication guidelines, and efficiently manage multiple systems at once. Escalate complex or sensitive issues to the right teams while maintaining clear communication with customers. This is a primarily non-voice role with occasional outbound callbacks if needed.

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FursaFursa
Sutherland
Sutherland
1 day ago

Associate - Account Management

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide customer support as the first point of contact, handling inquiries primarily via chat and email with professionalism and empathy. Accurately document interactions and cases in the CRM, follow internal communication guidelines, and efficiently manage multiple systems at once. Escalate complex or sensitive issues to the right teams while maintaining clear communication with customers. This is a primarily non-voice role with occasional outbound callbacks if needed.
Location: Bulgaria
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle customer inquiries primarily via chat and email.
  • •Accurately document all customer interactions and cases in the CRM system.
  • •Follow communication guidelines and internal processes.
  • •Escalate complex or sensitive cases to appropriate teams while maintaining customer communication.
  • •Work efficiently across multiple systems and applications simultaneously.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceLife InsuranceMeal VouchersRelocation

Key Requirements

  • •Native-level German (C1–C2) and good English skills (minimum B2).
  • •Excellent written and verbal communication skills.
  • •Strong computer literacy and technical aptitude.
  • •Detail-oriented, reliable, and well-organized.
  • •Previous customer service or customer-facing experience is an advantage; high school education or above.
Experience:Customer serviceCustomer-facing
Education:High School
Skills:CommunicationEmpathyDocumentationOrganizationReliability
Languages:GermanEnglish
Tech Stack:CRMChatEmail

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor