Customer Support Associate with Danish & English – Sofia

Sutherland
Sofia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Customer-focused mindset","Professionalism","Empathy"]

Support customers of a leading international telecommunications provider through inbound voice and non-voice channels (phone, email, and chat). Resolve service-related questions such as top-ups, SIM activation, roaming usage, and general account inquiries, while aiming for first-contact resolution. Provide accurate, professional, empathetic assistance and document interactions following established processes, working onsite in Sofia with a rotational shift schedule.

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FursaFursa
Sutherland
Sutherland
3 days ago

Customer Support Associate with Danish & English – Sofia

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 48 minutes agoStatus: Live
Reposted: similar role first listed 3 weeks ago

Job Summary

Support customers of a leading international telecommunications provider through inbound voice and non-voice channels (phone, email, and chat). Resolve service-related questions such as top-ups, SIM activation, roaming usage, and general account inquiries, while aiming for first-contact resolution. Provide accurate, professional, empathetic assistance and document interactions following established processes, working onsite in Sofia with a rotational shift schedule.
Location: Sofia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Handle inbound customer inquiries via phone, email, chat, and other supported channels.
  • •Assist with service-related questions including top-ups, SIM activation, roaming usage, and general account inquiries.
  • •Resolve customer concerns efficiently and aim for first-contact resolution when possible.
  • •Accurately document customer interactions and follow established processes and procedures.
  • •Provide clear, professional, and empathetic support in every interaction.

Pay and Benefits

Perks:Health InsuranceMeal AllowancePaid TrainingRelocation Support

Key Requirements

  • •Minimum Danish B2 level and English 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 Monday to Friday, 09:00–18:00.
Experience:TelecommunicationsCustomer serviceBPO
Skills:CommunicationProblem-solvingCustomer-focused mindsetProfessionalismEmpathy
Languages:DanishEnglish
Tech Stack:CRMTicketing systems

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