Customer Support Associate – Polish & English | Telecom Project

Company Description

Sutherland is a global leader in Customer Experience Management, operating in 60 countries and supporting customers in 17 languages. In Bulgaria, our 2,000+ employees work from Sofia, Varna, Burgas, and remotely.

Job Description

About the Role
Join our team supporting customers of a leading international telecommunications provider.
You’ll provide inbound customer support via phone, helping customers with everyday service needs such as SIM activation, top-ups, roaming, and account inquiries.
No sales or upselling — your focus is on solving customer issues and delivering a great experience.

What You’ll Do

• Handle customer inquiries through voice and non-voice channels
• Resolve service-related issues and aim for first-contact resolution
• Provide clear, professional, and empathetic support
• Accurately document customer interactions
• Follow established processes and procedures

Qualifications

What We’re Looking For

Must-have:

• Polish – C1
• English – B2
• Undergraduate, graduate, postgraduate education or equivalent
• Strong communication and computer skills
• Availability to work on shifts Monday–Saturday, 09:00–18:00

Nice to have:

• Customer service, BPO, or telecommunications experience
• Experience with CRM/ticketing systems
• Strong problem-solving and customer-focused mindset

Additional Information

What We Offer

• Competitive salary + performance bonus
• Additional health insurance
• Food vouchers
• Paid training and onboarding
• Relocation support for eligible candidates moving to Sofia
• Ongoing learning and career development
• International and supportive work environment

Work model: Onsite – Sofia
Working hours shifts : Monday–Saturday, 10:00–19:00
Channels: Voice & mail