Sutherland: Customer Support Specialist with Swedish and English — Sofia, Sofia City Province, Bulgaria

About Sutherland

Sutherland works in business and digital transformation, combining technology services with business-process expertise. Its employer descriptions identify artificial intelligence, automation, cloud engineering and advanced analytics as areas of activity. The company uses products, platforms and service delivery to improve business operations and customer experiences. Its stated approach brings human expertise together with AI, adapting technology and process changes to the needs of the organisation receiving the service rather than providing only a standalone software product.

The position and its setting

Sutherland lists Customer Support Specialist with Swedish and English in Sofia, Sofia City Province, Bulgaria, under reference REF46900R. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 19 October 2026
• Brands: Sutherland

Responsibilities and work described

• Our client is the world's largest international mobile virtual network operator, serving over 16 million customers across 23 countries—with a new customer joining every two seconds
• Our mission is to connect friends and family around the world by offering low-cost, high-quality data and voice services
• We are expanding our portfolio to include financial and travel services, helping people stay in touch across borders
• We are seeking dedicated, customer-focused Voice Customer Support Associates to handle inbound customer service interactions
• This is a pure customer service role with no sales or upsell components
• Be the trusted voice and advocate for millions of customers across 18+ global markets, helping them resolve issues quickly and delivering experiences at every touchpoint
• The ideal candidate will demonstrate communication skills, active listening, empathy, and a genuine passion for resolving customer concerns professionally and efficiently
• Handle inbound interactions via voice calls and non-voice channels (email, chat, etc.) with prompt, accurate, and courteous support
• Understand and resolve customer issues effectively per established process guidelines and standard operating procedures
• Delivery: accurate information related to products (prepaid & post paid), services, billing, technical troubleshooting, and general inquiries
• Achieve First Contact Resolution (FCR) where possible; escalate complex issues per defined criteria with clear documentation
• Maintenance: compliance standards including regulatory requirements (FCC CPNI, Ofcom, ACMA per applicable market), data privacy, and internal guidelines
• Document interactions accurately in CRM systems with clear, professional notes and ensure proper ticket closure
• Meet KPI targets including AHT, FCR, schedule adherence, call quality, and compliance standards
• Demonstrate professionalism, empathy, and clarity in every customer interaction, maintaining patience under pressure
• Learn continuously, stay updated on products/services, and embrace process improvements and feedback

Essential requirements and candidate background

• Language Proficiency: English B2 level minimum (CEFR)
• Native/Regional Language B2 level minimum
• Communication: Clear, confident voice (for voice roles); professional written communication (for non-voice roles)
• Technical Skills: Basic computer navigation, email, CRM systems
• Shift Flexibility: Ability to work rotational shifts including early mornings, evenings, nights, weekends, and holidays as per operational requirement
• Schedule Adherence: Comfortable with rotational week-off arrangements and schedule changes as needed
• Compliance: Willing to undergo background verification and comply with regulatory requirements
• Communication & Language Proficiency
• English Proficiency: B2 level minimum (CEFR) – fluent, clear, and confident
• Native/Regional Language: B2 level minimum – demonstrated proficiency for local market support
• Voice Interactions: Clear articulation, no heavy accent interference, confident tone, active listening
• Written Communication (Non-Voice roles): Professional tone, grammatically correct, concise and clear
• Typing Speed: Minimum 30 WPM with 90% accuracy (non-voice roles)
• Active Listening & Empathy: Ability to understand customer concerns deeply and respond with empathy
• Problem-Solving & Decision-Making: Logical thinking, ability to troubleshoot and resolve issues within scope
• Customer Focus: Commitment to customer satisfaction and willingness to go the extra mile
• Patience & Emotional Control: Handle challenging customers professionally without frustration
• Adaptability: Thrive in a fast-paced, environment with changing priorities
• Compliance Awareness: Understand and follow regulatory requirements, data privacy, and quality standards
• Technology Comfort: Quick learner; able to navigate multiple systems and troubleshoot basic technical issues

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Work arrangement: On-site
• Advertised location: Sofia, Sofia City Province, Bulgaria

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Customer Support Specialist with Swedish and English vacancy is not an offer for reference REF46900R; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Sutherland

Applications follow the official employer page linked below.

Open the official Sutherland posting below and match the title and reference REF46900R.

Compare your qualifications and experience with the essential conditions for the Sofia, Sofia City Province, Bulgaria position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: process improvement

For process-improvement work, explain the starting problem and the evidence that guided the change. Describe what you altered, how the result was checked and whether the improvement was sustained.

Relevant skills

• process improvement
• compliance
• sales
• customer support
• communication
• problem resolution
• billing
• audit
• training
• language proficiency