Customer Support Specialist

Responsibilities

• Respond to customer inquiries via voice, chat, and email
• Document all interactions and case details accurately in the CRM system
• Follow communication procedures, guidelines, and policies
• Escalate complex or sensitive cases to relevant internal teams while keeping customers informed
• Navigate multiple systems simultaneously

Requirements

• Native knowledge of Portuguese (C2) and good command of English (B2)
• Excellent written and verbal communication skills
• Strong computer literacy and ability to navigate multiple systems
• Strong attention to detail and ability to follow processes accurately
• Previous experience in customer support or a customer-facing role preferred
• Willingness to work on shifts

Benefits

• Relocation package to Varna and joining bonus
• Work from the Varna office with a modern, pleasant environment
• 21 days of paid annual leave
• Additional health and life insurance
• Meal and gift vouchers
• Employee recognition programs
• Individual training for professional development
• Clear career prospects with internal promotion opportunities

About the Company

Sutherland is a global Customer Experience Management (CXM) provider with 37 years of experience in automation and innovative solutions. The company operates in 60 locations worldwide, including Bulgaria since 2008, with a diverse team of over 2,000 people serving clients in 17 languages.