About this role
Company Description
About Us
For more than 37 years, Sutherland has been a global leader in Customer
Experience
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Management (CXM). As a pioneer in automation and innovative customer solutions, we deliver exceptional service on behalf of our clients worldwide.
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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.
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Job Description
About the Role
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.
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.
Qualifications
- What We’re Looking For
Must-have:
- Danish – 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:
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Previous experience in customer service, BPO, telecommunications, or a similar environment
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Experience working with CRM or ticketing systems
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Strong problem-solving skills and a customer-focused mindset
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Additional Information
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What You’ll Get
Compensation & Benefits:
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Competitive salary and performance-based bonuses
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Additional health insurance
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Food vouchers
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Paid training and onboarding
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Relocation support for eligible candidates moving to Sofia Work Environment:
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Onsite from our Sofia office
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Rotational shift schedule based on operational requirements
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Voice and non-voice customer support
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Growth & Development
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You will receive structured training and ongoing support while developing your customer service, communication, and technical troubleshooting skills in an international environment.