About Us

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. This is a pure customer service role with no sales or upselling, focused on providing accurate information, resolving issues, and delivering an excellent customer experience. You will support customers with day-to-day service-related questions, such as topping up credit, SIM activation, roaming usage, and other general service inquiries.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, chat, and other supported channels
• Assist customers 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 whenever possible
• Accurately document customer interactions and follow established processes and procedures
• 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 Monday to Friday, 09:00–18:00

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
• Paid training and onboarding
• Relocation support for eligible candidates moving to Sofia

Work Environment:

Onsite from our Sofia office (Relocation to Bulgaria)

• 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?

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

• Multisport Card
• Discounts
• Life insurance
• Additional Health Insurance UNIQA
• 21 paid leave
• Monthly bonuses