Job Description

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

For our successful client in Sofia — a globally recognized leader in the confectionery and food industry — we are looking for a Customer Consultant with German and English to join their team.

🎯 Your Role

As a Customer Consultant, you will be responsible for providing excellent customer service and ensuring a positive experience across different communication channels.

Your main responsibilities will include:

• Handle customer inquiries via email, chat, and phone using the provided tools and systems
• Understand and resolve customer issues efficiently and professionally
• Demonstrate empathy, patience, and a customer-focused approach
• Make independent decisions while following established processes, policies, and regulations
• Handle all aspects of customer care in a courteous and professional manner
• Manage multiple tasks effectively in a fast-paced environment
• Adapt quickly to organizational changes and new processes

Qualifications

🧠 What We’re Looking For

• Fluent German and English – C1 level, both written and spoken.
• Excellent communication skills.
• Strong attention to detail.
• Analytical mindset with excellent problem-solving abilities.
• Customer-oriented and empathetic approach.
• Ability to work independently and make sound decisions.
• Confident, dynamic, and adaptable personality.

Additional Information

🎁 What We Offer

💰 Compensation & Benefits

• Competitive salary.
• Performance-based bonuses.
• Additional health insurance.
• Food vouchers
• Fully paid training and onboarding

🏢 Work Environment

• Hybrid work model: 1 week working from home / 1 week from the Sofia office
• Working hours: Monday-Friday, 10:00 – 19:00
• Professional and supportive working environment
• Opportunity to develop your skills within a globally recognized company

If you are a customer-focused professional with strong German and English skills and are looking for your next career opportunity in Sofia, we would be happy to hear from you!

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