Customer Support Associate with Norwegian & English – Sofia

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 Voice Customer Support Associates with Norwegian and English to handle inbound customer calls for a leading international telecommunications provider. This is a pure customer service role with no sales or upselling, focused on resolving customer issues and providing accurate, professional support.

Responsibilities

Handle inbound customer calls and provide professional support; Resolve customer issues related to services, billing, SIM cards, top-ups and roaming; Provide accurate information and troubleshoot basic issues; Resolve customer concerns efficiently and aim for first-contact resolution whenever possible; Document customer interactions accurately in the system; Maintain high standards of quality, empathy and professionalism in every call

Requirements

Norwegian – minimum B2 level; English – minimum B2 level; Undergraduate, graduate, postgraduate degree or equivalent; Strong communication and active listening skills; Good computer skills and ability to work with multiple systems

Nice to have

Previous experience in customer service, BPO or telecommunications; Experience with CRM or ticketing systems; Strong problem-solving and customer-focused mindset

Benefits

Competitive salary + performance-based bonuses; Additional health insurance; Food vouchers; Fully paid training and onboarding; Relocation support for eligible candidates moving to Sofia