Customer Support Associate with Danish & 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 a Customer Support Associate with Danish 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

Danish – 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, 09:00–18:00

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