Job Description

This is a full-time Customer Service Agent role based in Sofia, with flexibility for remote work.

As a Customer Service Agent at Decathlon Bulgaria, you will be the voice of our brand, providing exceptional support and ensuring every sports user leaves with a positive experience.

Your day-to-day focus will be actively communicating with customers via phone (incoming and outgoing), email, and live chat, resolving inquiries efficiently through our internal systems. This is a hybrid position based out of our Sofia office, offering strong flexibility with approximately 70–80% remote work.

Responsibilities:

• Professional Communication: Receiving and processing incoming customer inquiries via phone, email, and online chat in accordance with company quality standards.
• Case Resolution: Analyzing customer issues, finding quick and effective solutions, or directing them to the appropriate internal departments.
• Consultation: Providing accurate and clear information regarding products, services, promotional terms, and company procedures.
• Documentation: Accurately recording every interaction in the CRM system and maintaining an up-to-date database.
• Follow-up: Tracking open customer requests until their final successful resolution.
• Teamwork and Feedback: Participating in regular team meetings, training, and sharing customer feedback to improve work processes.

Qualifications:

• Communication Skills: Excellent spoken and written Bulgarian, clear diction, and structured communication.
• Empathy and Patience: Ability to actively listen, understand customer perspectives, and remain calm and polite in conflict situations.
• Digital Literacy: Very good basic computer skills.
• Results Orientation: Ability to multitask, such as speaking on the phone while navigating system applications, while adhering to deadlines and performance metrics.
• Experience: Previous experience in customer service, contact center, or sales is a plus, though motivation and a positive attitude are primary.
• Languages: Working-level proficiency in English is an advantage.

What We Offer:

• Competitive Compensation: Base salary starting from €1,300/month, plus a performance-based monthly bonus.
• Hybrid Flexibility: Work from home the majority of the time (approx. 20–30% office attendance).
• Comprehensive Onboarding: Dedicated training covering our business model, systems and product range.
• Health & Wellness: Additional premium health insurance, Multisport card, and 20 days of annual paid leave.
• Perks & Allowances: €102 monthly food vouchers, exclusive Decathlon employee discounts and free office parking.
• Ownership & Growth: Opportunity to become a company shareholder and access international career pathways across 60+ countries.
• Culture: A vibrant, team-oriented, and sports-driven work environment.

Ready to Play?