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.

What You’ll Do 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 What We’re Looking For Must-have: 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 What We Offer 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 Work model: Onsite – Sofia Working hours shifts : Monday–Saturday, 10:00–19:00 Channels: Voice & mail