About this role
Company Description
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 also support candidates who wish to relocate to Varna from other cities for this position.
Job Description
Your Next Exciting Career Opportunity
As a Customer Support Specialist (German & English), you will play a key role in supporting our customers. You will be their first point of contact, assisting them via chat and email with professionalism, empathy, and a customer-focused approach.
This is primarily a non-voice project, with occasional outbound callbacks if required.
Your 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 the appropriate teams while maintaining communication with customers
Work efficiently across multiple systems and applications simultaneously
Qualifications
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Your Profile
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Native-level German (C1–C2) and good English skills (minimum B2)
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Excellent written and verbal communication skills
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Strong computer literacy and technical aptitude
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Detail-oriented, reliable, and well-organized
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Previous customer service or customer-facing experience is an advantage
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Highschool education or above
Additional Information
What We Offer
Working hours: Monday–Friday 08.00am -11.00pm
Highly attractive salary and long-term job security with a permanent employment contract
Work from our office in Varna
21 days of paid annual leave
Additional health and life insurance
Meal vouchers
Employee recognition programs
Comprehensive onboarding and continuous training
Clear career paths and internal growth opportunities
A modern and comfortable working environment with cozy break areas
Relocation support for candidates moving to Varna from other cities