Chat support Specialist with German and English - Varna, Bulgaria

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.

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

Requirements

Excellent written and verbal communication skills; Strong computer literacy and technical aptitude; Detail-oriented, reliable, and well-organized; Previous customer service or customer-facing experience is an advantage; Highschool education or above