Customer Support Associate with Norwegian & 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 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

🧠 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

🎁 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.