Customer Support Associate with Danish & English – Sofia

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. 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.

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