Customer Support Associate with Norwegian & English – Sofia

Company Description:

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.

Job Description:

🎯 About the Role

We are looking for Voice Customer Support Associates with Norwegian and English to handle inbound customer calls for a leading international telecommunications provider. This is a pure customer service role with no sales or upselling, focused on resolving customer issues and providing accurate, professional support.

Key Responsibilities

• Handle inbound customer calls and provide professional support
• Resolve customer issues related to services, billing, SIM cards, top-ups and roaming
• Provide accurate information and troubleshoot basic issues
• Resolve customer concerns efficiently and aim for first-contact resolution whenever possible
• Document customer interactions accurately in the system 
• Maintain high standards of quality, empathy and professionalism in every call

Qualifications:

🧠 What We’re Looking For

Must-have:

• Norwegian – minimum B2 level
• English – minimum B2 level
• Undergraduate, graduate, postgraduate degree or equivalent
• Strong communication and active listening skills
• Good computer skills and ability to work with multiple systems

Nice-to-have:

• Previous experience in customer service, BPO or telecommunications
• Experience with CRM or ticketing systems
• Strong problem-solving and customer-focused mindset

Additional Information:

🎁 What You’ll Get

💰 Compensation & Benefits

• Competitive salary + performance-based bonuses
• Additional health insurance
• Food vouchers
• Fully paid training and onboarding
• Relocation support for eligible candidates moving to Sofia

🏢 Work Environment

• On-site position in our Sofia office
• Monday–Friday | 09:00–18:00

🚀 No Sales. No Upselling. Just Great Customer Service.

If you’re fluent in Norwegian and English and enjoy helping people, solving problems and making every interaction count, this could be your next career move.

All your information will be kept confidential according to EEO guidelines.