Associate - Account Management

Company Description

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.

We also support candidates who wish to relocate to Varna from other cities for this position.

Job Description

Your Next Exciting Career Opportunity

As a Customer Support Specialist (German & English), you will play a key role in supporting our customers. You will be their first point of contact, assisting them via chat and email with professionalism, empathy, and a customer-focused approach.

This is primarily a non-voice project, with occasional outbound callbacks if required.

Your Responsibilities

Handle customer inquiries primarily via chat and email

Accurately document all customer interactions and cases in the CRM system

Follow communication guidelines and internal processes

Escalate complex or sensitive cases to the appropriate teams while maintaining communication with customers

Work efficiently across multiple systems and applications simultaneously

Qualifications

Your Profile

Native-level German (C1–C2) and good English skills (minimum B2)

Excellent written and verbal communication skills

Strong computer literacy and technical aptitude

Detail-oriented, reliable, and well-organized

Previous customer service or customer-facing experience is an advantage

Highschool education or above

Additional Information

What We Offer

Working hours: Monday–Friday 08.00am -11.00pm

Highly attractive salary and long-term job security with a permanent employment contract

Work from our office in Varna

21 days of paid annual leave

Additional health and life insurance

Meal vouchers

Employee recognition programs

Comprehensive onboarding and continuous training

Clear career paths and internal growth opportunities

A modern and comfortable working environment with cozy break areas

Relocation support for candidates moving to Varna from other cities