Customer Support Associate with Danish & English

Sutherland; København; On-site; DKK 126,000 - 188,000; Full time

Benefits offered by this job

Relocation bonus

Health insurance

Paid training

Relocation support

Job summary

Sutherland Sofia is seeking a Customer Support Associate fluent in Danish and English to join our international team. You will handle inbound requests via phone, email and chat, resolve billing and service questions, and document interactions in our CRM.

This non-sales role emphasizes accurate information, first-contact resolution where possible, and a strong customer experience. Rotation shifts including evenings and weekends may apply.

Qualifications

• Danish language at least B2 level.
• Undergraduate/graduate/postgraduate education or equivalent.
• Strong verbal and written communication skills.
• Experience with CRM or ticketing systems is a plus.
• Willingness to work rotational shifts including evenings and weekends.

Responsibilities

• Handle inbound inquiries via phone, email, chat and other channels.
• Assist customers with services, billing and account questions; basic technical support.
• Document interactions accurately and follow procedures.
• Provide professional, clear, and empathetic support in every interaction.

Skills

Danish B2 level

Strong communication

Multisystem work

Shift flexibility

Education

Higher education degree

Tools

CRM systems

Ticketing systems

Job 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.

About the Role

We are looking for a Customer Support Associate with Danish and English to join our team in Sofia, Bulgaria supporting customers of a leading international telecommunications provider.

You will assist customers through inbound voice and non-voice channels, including phone, email, and chat. This is a pure customer service role with no sales or upselling, focused on providing accurate information, resolving issues, and delivering an excellent customer experience.

• Handle inbound customer inquiries via phone, email, chat, and other supported channels
• Assist customers with services, billing, account-related questions, and basic technical troubleshooting
• Resolve customer concerns efficiently and aim for first-contact resolution whenever possible
• Accurately document customer interactions and follow established processes and procedures
• Provide professional, clear, and empathetic support in every interaction

What We’re Looking For

Must-have:

• Danish – minimum B2 level
• Undergraduate, graduate, postgraduate education or equivalent
• Strong verbal and written communication skills
• Good computer skills and ability to work with multiple systems
• Availability to work rotational shifts, including evenings, nights, weekends, and public holidays when required

Nice-to-have:

• Previous experience in customer service, BPO, telecommunications, or a similar environment
• Experience working with CRM or ticketing systems
• Strong problem-solving skills and a customer-focused mindset

What You’ll Get

• Competitive salary and performance-based bonuses
• Relocation bonus for moving to Sofia, Bulgaria
• Additional health insurance
• Paid training and onboarding
• Relocation support for eligible candidates moving to Sofia
• Onsite from our Sofia office
• Voice and non-voice customer support

Growth & Development

You will receive structured training and ongoing support while developing your customer service, communication, and technical troubleshooting skills in an international environment.

Join us and become part of a team that delivers exceptional customer experiences every day.