Customer Support Associate with Swedish & English – Sofia

Artificial Intelligence. Automation. Cloud Engineering. Advanced Analytics.

For Enterprises, these are key factors of success. For us, they're our core expertise.

We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.

We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless "as-a-service" model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.

Sutherland

Digital Outcomes.

🎯 About the Role

We are looking for a Customer Support Associate with Swedish 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.

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

Requirements

Swedish – 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, 10:00–19:00

Nice to have

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

Benefits

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