Customer Support Associate – Polish & English | Telecom Project

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.

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.

Responsibilities

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

Requirements

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

Benefits

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