Customer Support Associate – Polish & English | Telecom Project

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 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.